Team Leader, Customer Experience

Overview

Team Leader for Customer Experience who manages day-to-day operations and leads a team responsible for high-quality support for consumers, merchants, and dashers.

What you'll do

• Lead a team focused on customer success to deliver operational KPIs.
• Support teammates through real-time guidance, weekly 1-on-1s, and team meetings.
• Set and manage individual and team goals, and communicate performance to stakeholders.
• Coordinate daily workflow and adjust resources to meet service level agreements.
• Act as a Subject Matter Expert by creating, distributing, and presenting performance reports.

What you'll need

• 2+ years of people management or team lead experience.
• A Bachelor’s degree or equivalent experience.
• Process improvement capability.
• Experience pulling data and using it to influence decisions.
• Knowledge of Salesforce, Chartio, and Excel (or maintain complex spreadsheets); Google Sheets preferred.
• Ability to occasionally work shifts, holidays, and outside the standard schedule.
• Bilingual proficiency in Hindi and English.

Details

• Will support the Customer Experience center in Hyderabad, India.