Were looking for a Customer Experience Team Lead to lead our Customer Delight team and own customer care operations across channels.

Experience: 2–4 years

Preferred: E-commerce / D2C experience

What you’ll do

- Lead and manage a team of Customer Delight Champs across customer care channels.
- Monitor pending, high-priority and escalated cases and drive them to closure.
- Coordinate with Logistics, Warehouse, Core & Product teams to resolve customer issues effectively.
- Analyse customer complaints and identify recurring issues, process gaps and opportunities for improvement.
- Track key CX metrics including response time, resolution time, escalations and customer satisfaction.
- Conduct regular quality checks of customer interactions and coach the team based on feedback.
- Prepare regular reports and share actionable customer insights with management.




- Support the team during high-volume periods and handle critical customer escalations.
- Drive initiatives around technology, digital tools, SOPs and workflows to improve customer interactions and operational efficiency.

What we’re looking for

2–4 years of experience in Customer Experience, Customer Success, Customer Support or a similar role.

Prior team-management experience is mandatory.

E-commerce / D2C experience is preferred.

Solid communication and problem-solving skills.

High ownership with the ability to coordinate and follow up with multiple teams.

Comfortable working with data, reports and Excel / Google Sheets.

Ability to work effectively in a fast-paced, high-volume environment.

Customer-first mindset with strong attention to detail.

📌 Customer Delight Team Lead (Gurugram)
🏢 Visage Lines Personal Care
📍 Gurugram