What you'll do:Lead and manage the Customer Care Executive and Customer Delight Officer teams, driving performance across resolution, retention, and upsell metricsOwn end-to-end CX strategy - from escalation handling and TAT/CSAT targets to win-back and review-recovery programsBuild and refine SOPs, escalation matrices, and coaching frameworks to lift team performanceTrack and report on team-wide metrics (call volumes, AHT, CSAT, retention, upsell conversion) and identify root causes behind recurring issuesCoordinate closely with field/operations and growth teams to ensure a seamless end-to-end customer experienceHire, train, and mentor the CX team as it scalesWhat we're looking for:4+ years of experience in customer service/support, with at least 1-2 years leading a teamStrong people-management skills — comfortable coaching, setting targets, and driving performanceData-driven approach to CX — comfortable owning metrics and reportingExperience in a quick-paced, high-volume support environment (quick-commerce/D2C background a plus)Strong stakeholder coordination skills across field, ops, and growth functions? Location: Koramangala, Bengaluru (in-person)

📌 Customer Service Team Lead (Bengaluru)
🏢 Iztri
📍 Bengaluru