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Open nowPosted 6 days ago

Team Lead - Customer Experience

Olyv33 open roles

Where
Bengaluru
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Your applicationOpen nowTeam Lead - Customer ExperienceOlyv · Bengaluru

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Early applications get read.

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Share of postings closed within
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  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 6 days ago

The posting

Job Description – Team Lead, Customer Experience

Department: Customer Experience (CX)

Designation: Team Lead – Customer Experience

Location: Bengaluru

Industry: Fintech / Digital Lending

About Olyv

Olyv is a fintech platform focused on providing digital financial solutions, including credit and savings products. We leverage technology and data-driven processes to make financial services more accessible and deliver a seamless customer experience.

Role Overview

We are looking for a customer-focused and results-oriented Team Lead – Customer Experience to lead a team of customer experience executives, drive operational performance, and ensure high customer satisfaction. The ideal candidate should have strong leadership, communication, problem-solving, and escalation-management skills, preferably with experience in fintech, NBFC, banking, or digital lending.

Key Responsibilities

  • Team Leadership: Lead, mentor, and motivate a team of customer experience executives to achieve individual and team targets.
  • Customer Experience Management: Ensure timely and effective resolution of customer queries, complaints, and service requests.
  • Escalation Management: Handle complex customer issues and escalations while ensuring appropriate resolution within defined timelines.
  • Performance Monitoring: Track key performance indicators (KPIs), including customer satisfaction, quality scores, productivity, turnaround time, and SLA adherence.
  • Quality Improvement: Review customer interactions, provide constructive feedback, and implement corrective actions to improve service quality.
  • Process Optimization: Identify recurring customer issues and recommend process improvements to enhance customer experience.
  • Cross-functional Coordination: Collaborate with Collections, Grievance, Operations, Product, and Technology teams to resolve customer concerns.
  • Reporting and Analysis: Prepare daily, weekly, and monthly performance reports and share actionable insights with management.
  • Training and Development: Support onboarding, conduct coaching sessions, and identify development needs to improve team performance.
  • Policy and Compliance: Ensure adherence to company policies, customer communication standards, data privacy requirements, and applicable regulatory guidelines.

Required Skills and Qualifications

  • Graduate in any discipline.
  • Minimum 2+ years of experience in a Team Lead role, preferably in Customer Experience, Customer Support, or Customer Service Operations.
  • Experience in fintech, NBFC, banking, digital lending, or financial services is preferred.
  • Strong verbal and written communication skills in English and Hindi.
  • Proven experience in team management, performance monitoring, and escalation handling.
  • Good understanding of customer service metrics, SLA management, and quality monitoring.
  • Proficiency in MS Excel, CRM tools, and customer support systems.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Ability to work in a fast-paced, target-driven environment.

Key Performance Indicators (KPIs)

  • Customer satisfaction and service quality scores.
  • SLA adherence and turnaround time.
  • Team productivity and target achievement.
  • Escalation resolution and reduction in repeat complaints.
  • Process compliance and quality improvement.
  • Team attendance, performance, and attrition.

Preferred Candidate Profile

A proactive leader with at least two years of Team Lead experience, strong people-management skills, and the ability to drive customer satisfaction, operational efficiency, and continuous process improvement.

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