Customer Experience Lead

Own the customer experience for D2C clients: support quality, CSAT and processes.

Design how humans and AI agents work together.

Responsibilities

Set up support processes and SLAs

Train and guide support executives

Track CSAT, response time and resolution rate

Define escalation rules for AI agents

Report CX insights to clients

Requirements

3+ years in customer support/CX

Team leadership

Helpdesk tools

Strong process thinking

Nice to have: AI support tools, e-commerce background

Location: Remote, India. Contact: [hidden]