customer Success Manager

We are looking for a Customer Experience Team Lead with 10+ years of overall

experience in customer service and a minimum of 4 years of proven expertise in

handling chat process teams. The ideal candidate will be a people-focused leader with

strong analytical skills and a track record of delivering outstanding customer satisfaction

through digital-first support channels.

Key Responsibilities:

● Lead, mentor, and motivate a team of process executives to deliver seamless

customer experiences.

● Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous

improvements.

● Develop team strategies to enhance productivity and quality in chat support.

● Handle escalated issues with empathy, quick resolution, and customer-first thinking.

● Conduct regular coaching, feedback sessions, and training for team development.

● Collaborate with cross-functional teams (Product, Tech, Marketing) to provide

c...