Customer Service Lead

Customer Experience Management

* Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.

* Ensure every customer interaction reflects the brand's premium experience.

* Monitor service quality and continuously improve customer satisfaction.

2. Returns, Exchanges & Refunds

* Own the complete returns, exchanges, and refunds lifecycle.

* Ensure timely processing within defined SLAs.

* Coordinate with internal teams to resolve issues efficiently.

* Identify trends in returns and recommend corrective actions to reduce return rates.

3. Customer Escalation Management

* Handle high-priority customer complaints and escalations with ownership.

* Drive timely resolution while balancing customer satisfaction and business interests.

* Maintain escalation logs and conduct root cause analysis to prevent recurrence.

4. Team Leadership

* Lead, coach, and mentor the customer experience team.

* Set clear performance goals and conduct regular performance reviews.

* Train the team on communication, product knowledge, SOPs, and customer handling.

5. Process Improvement

* Review existing customer support processes and implement improvements.

* Develop and update SOPs to improve operational efficiency.

* Collaborate with cross-functional teams to address recurring customer concerns.

6. Reporting & Analytics

* Prepare weekly and monthly MIS reports on:

  * Customer queries

  * Returns, exchanges & refunds

  * Escalations

  * SLA adherence

  * Customer Satisfaction (CSAT)

  * Team productivity

* Present actionable insights and recommendations to leadership.

7. Cross-Functional Collaboration

* Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.

* Support new initiatives aimed at enhancing customer experience.

requirements;

Bachelor's degree in any discipline.

* 3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations.

* Minimum 2 years of experience leading a customer support team.

* Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.