Team Lead Customer Research

cult fit; Bengaluru; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A leading fitness company in Bengaluru seeks a Team Lead - Customer Research to drive customer insights through direct interactions and structured research projects. The ideal candidate will lead a small team and utilize strong analytical and communication skills to influence decision-making. Responsibilities include conducting customer calls, documenting findings, and identifying trends. This role requires 5+ years in customer service or a related field, with a focus on empathy and analytics.

Qualifications

• 5+ years of experience in customer service or related field.
• Strong written and verbal communication skills.
• Familiarity with data analysis tools and survey platforms.

Responsibilities

• Lead a team of two research associates.
• Execute research projects through customer interactions.
• Document and synthesize customer insights.

Skills

Customer service experience

Analytical mindset

Excellent communication skills

Team leadership

Job description

This role is an important function of the central research team, focused on capturing customer perspectives through direct interactions, probing conversations, and structured research projects. The Team Lead - Customer Research will be responsible for engaging with customers, uncovering deep insights, and helping translate those findings into meaningful recommendations.

Key Responsibilities

• Leading a team of two research associates.
• Execute research projects: conducting structured customer calls, interviews, and surveys.
• Use strong probing and listening skills to explore underlying needs, motivations, and pain points.
• Document, organize, and synthesize customer insights into clear and actionable findings.
• Identify recurring themes and trends across conversations, and connect them to business goals.
• Support in designing questionnaires, interview guides, and frameworks to ensure quality and consistency of research.
• Present findings through reports, decks, or summaries that influence decision-making across teams.

Skills & Qualifications

• Team Lead or 5+ years of experience in customer service, escalation management, Voice of Customer or a related field.
• Excellent written and verbal communication skills; ability to engage empathetically with customers.
• Analytical mindset with experience in synthesizing qualitative and quantitative feedback.
• Familiarity with data analysis tools, survey platforms, or feedback management systems is a plus.