Urgent Hiring-Team Lead – Customer Delight Location: Gurgaon, Haryana Employment Type: Full time Experience: Prior Team Lead experience in Customer Support / Customer Experience / Customer Operations Industry Preference: E-commerce / Quick Commerce / Retail / Service-based Startups About Handpickd Handpickd is a tech-first fresh-commerce company focused on delivering fresh produce and high-quality essentials while reimagining the modern supply chain. The company follows a personalized, AI-powered, zero-stock fresh-commerce model.

About the Role We are looking for a Team Lead – Customer Delight to lead a high-performing customer-facing team and ensure exceptional customer experiences.

Key Responsibilities - Own and drive team performance metrics including CSAT, NPS, FRT, ART and FCR.

- Manage real-time customer queues and workforce scheduling.
- Monitor team performance and conduct regular performance deep-dives.
- Audit customer responses and improve SOPs, templates and communication processes.
- Identify recurring customer complaints and work with cross-functional teams to resolve root causes.
- Coach, mentor and develop customer-facing agents into Customer Delight Specialists.
- Identify gaps in the customer journey and implement process improvements.




- Ensure the team maintains high standards of speed, accuracy, empathy and customer experience.
- Translate operational and dashboard data into actionable improvement plans.

Requirements - Prior Team Lead experience is mandatory.

- Experience in a high-growth service-based startup preferred.
- Candidates from E-commerce, Quick Commerce or Retail environments are preferred.
- Experience managing high-volume customer operations.
- Strong understanding of customer service/customer experience metrics.
- Data-driven approach with the ability to analyse performance dashboards.
- Strong communication and interpersonal skills.
- Ability to work effectively with cross-functional teams.
- Calm, decisive and effective leadership style in a fast-paced environment.
- Strong customer-centric mindset.

Preferred Background

Candidates with Team Lead experience from E-commerce, Quick Commerce, Retail, Customer Experience, Customer Operations or high-volume service environments are encouraged to apply.

Interested

Candidates can share their updated resume on-E-mail- [email protected] Whatsapp Number-(phone hidden)

📌 Team Leader-Customer Delight (Gurugram)
🏢 Next Mantra Solutons Private
📍 Gurugram