Customer Success Team Lead

About Us

We operate and scale high-growth D2C brands across India. Our customer experience function is a key business driver — across WhatsApp, calls, email, and automation. We’re looking for a Customer Success Team Lead to build and lead a customer experience team that is fast, data-driven, and proactive in driving both satisfaction and sales.

What You’ll Be Responsible For

1. Team Building & Management

- Hire, onboard, and manage a team of callers and support agents

- Set clear KPIs and accountability structures for inbound and outbound communication

- Run regular training, QA, and performance review processes

2. CX Operations & SOPs

- Build SOPs, call scripts, escalation workflows, and CX playbooks

- Set up ticketing, CRM, and tracking systems for calls, WhatsApp, and email

- Design and maintain daily/weekly CX dashboards and trackers

3. Inbound + Outbound Execution

- Own all inbound flows: product queries, order status, returns, etc.

- Drive outbound initiatives: COD confirmations, WhatsApp follow-ups, NPS collection

- Optimize reply time, first contact resolution, and customer satisfaction metrics

4. Collaboration & Feedback Loops

- Work with the marketing and product teams to surface insights from customer interactions

- Share customer voice and qualitative feedback to improve CX touchpoints and automation

You Should Apply If

- You’ve managed a CX or support team in a fast-growth D2C, eCommerce, or SaaS environment

- You’re comfortable setting up SOPs, workflows, and systems from scratch

- You’ve run both inbound and outbound customer success programs across channels

- You enjoy coaching teams and improving the customer journey end-to-end

Bonus Points

- Familiar with Gorgias, Freshdesk, Intercom, or WhatsApp Business API

- Experience working with Google Sheets, CRMs, or Notion for team ops

- You've worked with hybrid remote/on-ground support teams

Job Type: Full-time

Pay: ₹900,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Paid time off

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: In person