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

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nWhat we're looking for:
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- 4+ years of experience in customer service/support, with at least 1-2 years leading a teamn
- Strong people-management skills — comfortable coaching, setting targets, and driving performancen
- Data-driven approach to CX — comfortable owning metrics and reportingn
- Experience in a fast-paced, high-volume support environment (quick-commerce/D2C background a plus)n
- Robust stakeholder coordination skills across field, ops, and growth functionsn

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n? Location: Koramangala, Bengaluru (in-person)

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