Customer Experience Management* Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.* Ensure every customer interaction reflects the brand’s premium experience.* Monitor service quality and continuously improve customer satisfaction.2. Returns, Exchanges & Refunds* Own the complete returns, exchanges, and refunds lifecycle.* Ensure timely processing within defined SLAs.* Coordinate with internal teams to resolve issues efficiently.* Identify trends in returns and recommend corrective actions to reduce return rates.3. Customer Escalation Management* Handle high-priority customer complaints and escalations with ownership.* Drive timely resolution while balancing customer satisfaction and business interests.* Maintain escalation logs and conduct root cause analysis to prevent recurrence.4. Team Leadership* Lead, coach, and mentor the customer experience team.* Set clear performance goals and conduct regular performance reviews.* Train the team on communication, product knowledge, SOPs, and customer handling.5.



Process Improvement* Review existing customer support processes and implement improvements.* Develop and update SOPs to improve operational efficiency.* Collaborate with cross-functional teams to address recurring customer concerns.6. Reporting & Analytics* Prepare weekly and monthly MIS reports on: * Customer queries * Returns, exchanges & refunds * Escalations * SLA adherence * Customer Satisfaction (CSAT) * Team productivity* Present actionable insights and recommendations to leadership.7. Cross-Functional Collaboration* Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.* Support current initiatives aimed at enhancing customer experience.requirements; Bachelor’s degreein any discipline.* 3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations.* Minimum 2 years of experience leading a customer support team.* Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

📌 Customer Service Lead (Delhi)
🏢 Mulmul
📍 Delhi