Job Description – Team Lead, Customer Experience

Department: Customer Experience (CX)
Designation: Team Lead – Customer Experience
Location: Bengaluru
Industry: Fintech / Digital Lending
Process: Hiring for multiple processes – Video KYC, Inbound, and Chat

About Olyv
Olyv is a fintech platform focused on providing digital financial solutions, including credit and savings products. We leverage technology and data-driven processes to make financial services more accessible and deliver a seamless customer experience.

Role Overview
We are looking for a customer-focused and results-oriented Team Lead – Customer Experience to lead a team of customer experience executives, drive operational performance, and ensure high customer satisfaction. The ideal candidate should have robust leadership, communication, problem-solving, and escalation-management skills, preferably with experience in fintech, NBFC, banking, or digital lending.

Key Responsibilities
• Team Leadership: Lead, mentor, and motivate a team of customer experience executives to achieve individual and team targets.




• Customer Experience Management: Ensure timely and effective resolution of customer queries, complaints, and service requests.
• Escalation Management: Handle complex customer issues and escalations while ensuring appropriate resolution within defined timelines.
• Performance Monitoring: Track key performance indicators (KPIs), including customer satisfaction, quality scores, productivity, turnaround time, and SLA adherence.
• Quality Improvement: Review customer interactions, provide constructive feedback, and implement corrective actions to improve service quality.
• Process Optimization: Identify recurring customer issues and recommend process improvements to enhance customer experience.
• Cross-functional Coordination: Collaborate with Collections, Grievance, Operations, Product, and Technology teams to resolve customer concerns.
• Reporting and Analysis: Prepare daily, weekly, and monthly perf

📌 Team Lead (Bengaluru)
🏢 Olyv
📍 Bengaluru