Team Lead Customer Experience

Role Overview

We are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.

In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.

This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.

Key Responsibilities

1. Global Knowledge & Process Ownership

• Act as the go-to expert for process and policy-related queries across global teams
• Ensure consistency and standardization of workflows across regions
• Analyze monthly operational and QA performance data to identify trends and gaps
• Recommend and implement scalable, process-driven solutions to reduce recurring issues
• Own and continuously improve internal documentation, SOPs, and knowledge repositories

2. Training & Enablement

• Partner with Enablement teams to design and enhance training programs and materials
• Conduct onboarding sessions and ongoing training for new and existing team members
• Identify knowledge gaps proactively and implement targeted learning interventions
• Drive continuous upskilling across teams to improve quality and efficiency

3. Quality Assurance & Continuous Improvement

• Review QA trends and generate actionable insights to improve performance and product understanding
• Monitor effectiveness of improvement initiatives and validate measurable outcomes
• Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
• Promote a culture of continuous improvement and operational excellence

4. Incident Management

• Act as Incident Commander during high-priority escalations (including night shift coverage as needed)
• Coordinate cross-functional stakeholders to ensure timely issue resolution
• Provide clear, structured communication during incidents
• Maintain detailed documentation and drive post-incident reviews and corrective actions

5. Cross-Functional Collaboration

• Participate in regular cross-functional forums to share insights, trends, and operational challenges
• Collaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues
• Contribute to workflow enhancements and system improvements
• Act as a bridge between operations and supporting functions

Requirements

• 5–8 years of experience in operations, HR advisory, support, or a related domain
• Strong understanding of process management, quality assurance, and operational metrics
• Proven experience analyzing data and translating insights into actionable improvements
• Experience in training, knowledge management, or enablement roles
• Strong stakeholder management and cross-functional collaboration skills
• Ability to manage high-pressure situations and lead incident response effectively
• Excellent written and verbal communication skills
• High attention to detail and structured problem-solving ability

Preferred Qualifications

• Experience in Employer of Record (EOR), HR operations, or global support environments
• Familiarity with QA frameworks and performance metrics
• Experience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)
• Exposure to multi-region or global operations
• Experience in process improvement methodologies

Core Competencies

• Subject matter expertise
• Data-driven decision making
• Process optimization
• Training & coaching
• Incident leadership
• Cross-functional influence
• Operational excellence