Team Lead Customer Experience

Multiplier; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Multiplier is seeking a highly analytical Subject Matter Expert to drive knowledge excellence and standardized processes across regions. You will reduce dependency on team leads, enhance team capability, and leverage data to identify gaps in workflows.

This high-impact individual contributor role blends domain expertise, data-driven decision-making, and operational leadership. You will train, enable, and collaborate across functions to improve quality and efficiency.

Qualifications

• 5–8 years in operations, HR advisory, support, or related domain.
• Strong knowledge of process management and QA metrics.
• Proven ability to translate data insights into improvements.
• Experience in training, knowledge management, or enablement roles.
• Excellent written and verbal communication.

Responsibilities

• Own global knowledge and process standards across regions.
• Lead training programs and onboarding for teams.
• Review QA trends and drive continuous improvement initiatives.
• Coordinate incident response and post-incident reviews.
• Collaborate with Product, Engineering, QA, and Operations teams.
• Maintain documentation and knowledge repositories.

Skills

Process management

Quality assurance

Operational metrics

Data analysis

Training & enablement

Stakeholder management

Incident response

Communication

Problem solving

Tools

Salesforce

Zendesk

ServiceNow

Job description

We are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.

In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.

This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.

Key Responsibilities

1. Global Knowledge & Process Ownership

• Act as the go-to expert for process and policy-related queries across global teams
• Ensure consistency and standardization of workflows across regions
• Analyze monthly operational and QA performance data to identify trends and gaps
• Recommend and implement scalable, process-driven solutions to reduce recurring issues
• Own and continuously improve internal documentation, SOPs, and knowledge repositories

2. Training & Enablement

• Partner with Enablement teams to design and enhance training programs and materials
• Conduct onboarding sessions and ongoing training for new and existing team members
• Identify knowledge gaps proactively and implement targeted learning interventions
• Drive continuous upskilling across teams to improve quality and efficiency

3. Quality Assurance & Continuous Improvement

• Review QA trends and generate actionable insights to improve performance and product understanding
• Monitor effectiveness of improvement initiatives and validate measurable outcomes
• Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
• Promote a culture of continuous improvement and operational excellence
• Act as Incident Commander during high-priority escalations (including night shift coverage as needed)
• Coordinate cross-functional stakeholders to ensure timely issue resolution
• Maintain detailed documentation and drive post-incident reviews and corrective actions

5. Cross-Functional Collaboration

• Participate in regular cross-functional forums to share insights, trends, and operational challenges
• Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues
• Contribute to workflow enhancements and system improvements
• Act as a bridge between operations and supporting functions

Requirements

• 5–8 years of experience in operations, HR advisory, support, or a related domain
• Strong understanding of process management, quality assurance, and operational metrics
• Proven experience analyzing data and translating insights into actionable improvements
• Experience in training, knowledge management, or enablement roles
• Strong stakeholder management and cross-functional collaboration skills
• Ability to manage high-pressure situations and lead incident response effectively
• Excellent written and verbal communication skills
• High attention to detail and structured problem-solving ability

Preferred Qualifications

• Experience in Employer of Record (EOR), HR operations, or global support environments
• Familiarity with QA frameworks and performance metrics
• Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)
• Exposure to multi-region or global operations
• Experience in process improvement methodologies