Team Lead - Customer Success

Platinumrx; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Attractive incentives

Career growth opportunities

Collaborative work culture

Leadership opportunity

Job summary

PlatinumRx in Bengaluru, Karnataka, is seeking an experienced Team Lead - User Experience to lead the customer experience team. You will oversee escalations across calls, emails, chats, and social media, mentor team members, and drive service excellence to ensure high customer satisfaction.

The role requires 2–4 years in Customer Support/User Experience, with at least 1 year of team-handling experience, and hands-on with CRM tools.

Qualifications

• 2-4 years of experience in Customer Support/User Experience.
• Minimum 1 year of team-handling experience preferred.
• Experience in handling social media escalations.
• Hands-on experience with CRM tools.

Responsibilities

• Lead, mentor, and manage the User Experience team.
• Handle complex customer escalations across calls, emails, chats, and social media.
• Monitor and track KPIs, SLAs, and quality metrics.
• Coordinate with cross-functional teams to resolve customer issues effectively.
• Conduct regular coaching sessions and performance reviews.
• Identify opportunities and drive continuous process improvements.
• Ensure consistent service quality and a high level of customer satisfaction.

Skills

Leadership

Communication

Negotiation

CRM tools

MS Excel

Problem solving

Fast-paced work

Tools

CRM tools

MS Excel

Job description

Job Description

• PlatinumRx is seeking an experienced Team Lead - User Experience to lead the customer experience team.
• The role involves managing customer escalations, driving service excellence, mentoring team members, and ensuring high customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage the User Experience team.
• Handle complex customer escalations across calls, emails, chats, and social media.
• Monitor and track KPIs, SLAs, and quality metrics.
• Coordinate with cross-functional teams to resolve customer issues effectively.
• Conduct regular coaching sessions and performance reviews.
• Identify opportunities and drive continuous process improvements.
• Ensure consistent service quality and a high level of customer satisfaction.

Qualifications & Experience

• 2-4 years of experience in Customer Support/User Experience.
• Minimum 1 year of team-handling experience preferred.
• Experience in handling social media escalations.
• Hands-on experience with CRM tools.

Required Skills

• Strong leadership and team management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Target-driven mindset with proven sales ability.
• Proficiency in CRM tools and MS Excel.
• Strong problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced environment.

Why Join PlatinumRx

• Attractive Incentives.
• Career Growth Opportunities.
• Collaborative and Supportive Work Culture.
• Opportunity to lead and develop a customer-focused team.