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.
