Shape Exceptional Customer Experiences. Lead High-Performing Teams.

We're looking for a passionate people leader who thrives in a customer-centric environment and is excited about coaching teams, driving performance, and delivering outstanding customer experiences.

As a Team Leader - Customer Experience, you will lead a team of customer support professionals handling digital interactions across email and chat channels. You will play a critical role in developing talent, improving operational performance, and ensuring every customer interaction reflects our commitment to excellence.

What You'll Be Doing

- Lead, coach, and develop a team to consistently exceed performance expectations.
- Drive customer satisfaction through quality service delivery and effective issue resolution.
- Monitor and improve key business metrics including productivity, quality, service levels, and customer experience.
- Conduct regular coaching sessions, performance reviews, and development discussions.
- Motivate and inspire teams to create a culture of ownership, accountability, and continuous improvement.
- Partner with cross-functional teams to identify opportunities for operational enhancement.
- Manage escalations and support associates in handling complex customer situations.
- Foster a positive, inclusive, and high-performing work environment.





What We're Looking For

- Graduate in any discipline.
- 3+ years of experience in customer service, customer experience, or contact center operations.
- Previous experience leading a team in chat, email, customer support, or service operations.
- Strong leadership, communication, and stakeholder management skills.
- Proven ability to drive performance through coaching and employee engagement.
- Analytical mindset with experience interpreting operational metrics and reporting.
- Passion for delivering exceptional customer experiences.

Why You'll Love Working With Us

Career growth and leadership development opportunities

High-visibility role with real business impact

Collaborative and supportive work culture

Recognition-driven environment

Opportunity to lead digital customer experience transformation

Learn, grow, and build your leadership career with a agile team

Location

Thane

Ready to take the next step in your leadership journey?

If you're passionate about developing people, enhancing customer experiences, and making a meaningful impact, we'd love to hear from you.

Send in your CVs at [email protected]

Apply today and be part of a team that's redefining customer experience.

📌 Walk-in || Team Leader - Customer Experience (Digital Support) (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai