What you'll do:

- Lead and manage the Customer Care Executive and Customer Delight Officer teams, driving performance across resolution, retention, and upsell metrics
- Own end-to-end CX strategy - from escalation handling and TAT/CSAT targets to win-back and review-recovery programs
- Build and refine SOPs, escalation matrices, and coaching frameworks to lift team performance
- Track and report on team-wide metrics (call volumes, AHT, CSAT, retention, upsell conversion) and identify root causes behind recurring issues
- Coordinate closely with field/operations and growth teams to ensure a seamless end-to-end customer experience
- Hire, train, and mentor the CX team as it scales

What we're looking for:

- 4+ years of experience in customer service/support, with at least 1-2 years leading a team
- Strong people-management skills — comfortable coaching, setting targets, and driving performance
- Data-driven approach to CX — comfortable owning metrics and reporting
- Experience in a fast-paced, high-volume support environment (quick-commerce/D2C background a plus)
- Solid stakeholder coordination skills across field, ops, and growth functions

Location: Koramangala, Bengaluru (in-person)

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