Head/Lead - Customer Experience

Position Overview:

We are seeking a proactive and empathetic Customer Experience Lead with 4-6 years of experience and a strong background in team management. The ideal candidate will have a passion for delivering exceptional customer service, strong communication skills, and the ability to lead a team effectively. In this role, you will ensure a seamless customer journey by managing customer interactions, identifying key insights, and driving process improvements.

Job Description:

- Oversee and manage customer interactions across the entire journey (pre-booking, post-booking, and post-event) to gather feedback and enhance the experience.

- Lead a team to ensure smooth customer interactions and quick resolution of concerns.

- Handle online reputation management, ensuring prompt responses to reviews and feedback.

- Identify risks and opportunities in customer interactions and implement strategies for continuous improvement.

- Collaborate with internal teams to resolve customer issues effectively and enhance service quality.

- Train, mentor, and monitor the performance of the customer experience team to ensure high standards of service.

Skills Required:

Absolutely Crucial:

- Excellent verbal and written communication skills (English).

- High EQ - Ability to actively listen, make customers feel heard, and build trust.

- Strong leadership skills - Experience in managing a team, resolving escalations, and ensuring alignment with customer service goals.

- Cultural fit - Ability to work closely with on-ground teams and managers to identify and resolve customer issues effectively.

Good to Have:

- Proficiency in Kannada & Telugu is a bonus.

- Experience in handling escalations in a dynamic and unstructured environment.