Team Leader - Customer Experience

Shipco IT; Maharashtra; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Exciting work culture

Growth opportunities

Competitive compensation

Job summary

Shipco IT is looking for a motivated Customer Experience leader to join their Operations team in Pune, India. This role involves leading a customer service team, managing daily operations, and ensuring high performance based on KPIs. Ideal candidates should have a Bachelor’s degree and 4–7 years of experience, including at least 2 years in a management role. The position promotes a friendly work culture and offers growth opportunities alongside competitive compensation.

Qualifications

• 4–7 years of experience in customer service, with at least 2 years in management.
• Willingness to work all shifts in a multicultural environment.
• Experience with transition handling preferred.

Responsibilities

• Lead a customer service team and manage daily operations.
• Monitor performance and address process-related queries.
• Support team development and help define career goals.

Skills

Leadership

Problem-solving

Team management

Multitasking

Communication

Education

Bachelor’s degree

Job description

Overview

Are you passionate about driving client success and building lasting relationships? We are seeking a motivated and skilled Customer Experience leader to join our team in Pune, operating within the Operations department.

Responsibilities

• Lead a customer service team, managing daily operations including hiring, motivating, coaching, training, and problem solving.
• Monitor queue performance, conduct huddles, and address process‑related queries.
• Maintain subject‑matter expertise and guide colleagues to ensure accurate deliverables.
• Participate in production activities to stay current with the knowledge base and evolving processes.
• Achieve performance levels based on KPIs assigned by the organisation.
• Consult with others on challenges, gather information, and provide effective solutions.
• Pursue challenging goals with a focused, goal‑driven approach.
• Support team development, help define career goals, create development plans, and provide constructive feedback.

Qualifications

• Bachelor’s degree in any stream.
• 4–7 years of experience, with at least 2 years in a people‑management role.
• Willingness to work all shifts in a multicultural environment.
• Experience with transition handling preferred.
• Capability to perform multiple tasks concurrently and meet deadlines.
• Demonstrated attitude for learning, innovation, and problem‑solving in systems.
• Ability to work under pressure, positive teamwork attitude, and strong responsibility.
• Occasional overseas travel may be required.

Benefits

• Exciting work culture with a friendly, supportive team.
• Opportunity to innovate logistics and improve global efficiency.
• Collaborative environment with industry leaders.
• Growth opportunities for professional and personal development.
• Competitive compensation reflecting your skills and expertise.
• Recognition and awards for outstanding performance.