Team Lead - Customer Delight

Hiring: Team Lead – Customer Delight
Location: Gurgaon, Haryana
Experience: 4+ Years
Industry: E-commerce / D2C / Quick Commerce / Retail
Role: Team Lead – Customer Delight
Employment: Full-Time
Job Role-
We are looking for a customer-centric Team Leader who can lead high-volume customer experience operations and drive both customer satisfaction and team performance.
Key Responsibilities
• Lead, coach and mentor a team of customer experience professionals.
• Own and drive key CX metrics such as CSAT, NPS, FCR, FRT, ART and SLA.
• Manage day-to-day customer operations, queue volumes and team productivity.
• Monitor and improve chat-based customer support processes.
• Conduct regular performance reviews, coaching sessions and performance deep-dives.
• Identify recurring customer complaints and conduct Root Cause Analysis (RCA).
• Improve SOPs, response templates and customer communication processes.
• Work closely with Operations, Product, Technology and other teams to resolve customer pain points.
• Identify gaps in the customer journey and implement permanent process improvements.
• Ensure a balance between speed, quality and customer delight.
What We’re Looking For
Prior Team Lead / Team Leader experience is mandatory.
Strong experience in Customer Experience (CX) / Customer Operations.
Experience in E-commerce, D2C, Quick Commerce or Retail is highly preferred.
Strong customer-centric mindset.
Experience managing and defining team performance metrics.
Chat process experience is highly preferred.
Experience with CSAT, NPS, FCR, FRT, ART, SLA or similar CX metrics.
Strong people-management, coaching and performance-management skills.
Ability to work in a fast-paced, high-growth environment.
Strong analytical and problem-solving skills.
Ideal Candidate Profile
We are particularly interested in candidates who have worked as a Team Lead in E-commerce / D2C / Quick Commerce, managing customer experience or chat operations, with strong ownership of team performance and CX metrics.
Interested candidates can share their updated CV on
Abhilasha Kesarwani
Email-abhilasha@nextmantra.in
WhatsApp Number-9555616698
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Work arrangement
No