Team Lead - Customer Delight (CD)

Location: Gurgaon, Haryana

Company: Handpickd

Designation: Team Lead (TL)

Experience Required - Minimum 4 Years

E-Commerce experience is mandatory.

Working days - 6

About Handpickd is on a mission to build the future of fresh commerce in India. We are a tech-first platform dedicated to delivering farm-fresh produce and high-quality essentials by reimagining the modern supply chain. We believe that quality and freshness shouldn't be a luxury, it should be the standard.

About Customer Delight Function At

Handpickd, we don't do Customer Support. We build Customer Delight. Our function is a cutting-edge engine designed to preempt friction and architect world-class experiences. We view every ticket not as a problem to be closed, but as a data point to improve our product. We are a tech-first, product-led team that balances human empathy with algorithmic efficiency to ensure our users feel heard, valued, and wowed.

What you will do ● Metric Ownership: Drive team’s performance metrics, like CSAT, NPS, First Response Time (FRT), Average Resolution Time (ART), and First Contact Resolution (FCR). ● Operational Rigour: Manage real-time queue volumes and workforce scheduling to ensure smooth operations and performance management. ● SOP and Response Engineering:



Proactively audit existing responses and SOPs to identify where they fall short of ‘Delight’; iterate on templates to ensure the team is empowered with accurate, empathetic, and context-aware communication. ● The Feedback Loop: Act as the bridge between customers and the business by identifying complaint patterns and engaging with cross-functional teams to fix root-cause issues. ● Team Empowerment: Lead, mentor, and coach a team of agents and drive performance deep-dives, transforming them from support agents into delight specialists. ● Proactive Problem Fixing: Don't just manage the fallout of an issue, identify gaps in the current customer journey to implement permanent process fixes that improve the overall user experience. What you bring ● Solid customer love. ● Prior Team Lead experience in a high-growth, service-based startup (Mandatory; preferably within E-commerce, Quick-commerce, or Retail environments). ● Proven expertise in managing large-scale operations where speed and quality coexist perfectly. ● A data-driven mindset; the ability to translate dashboard metrics into an immediate, actionable operational plan. ● Strong interpersonal skills to navigate cross-functional dependencies and advocate for customer-centric fixes across the organization. ● The ability to maintain a calm, decisive leadership style in a fast-paced, high-pressure setting.

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