{"id":2904134,"url":"https://alion.io/job/multiplier-team-lead-customer-experience-2","title":"Team Lead, Customer Experience","company":{"id":175391,"name":"Multiplier","domain":"usemultiplier.com","url":"https://alion.io/company/multiplier","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-19T07:23:32Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T23:15:15Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About us: The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale. Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals - (like you) - can compete, grow, and succeed, regardless of geography. Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity. The future is borderless. Let’s build it together. Role Overview\nWe are seeking a highly analytical and proactive Team Lead, Customer Experienceto strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.\nIn this role, you will act as a central knowledge authority-reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.\nThis is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.\nKey Responsibilities\n1. Global Knowledge & Process Ownership\nAct as the go-to expert for process and policy-related queries across global teams\n\nEnsure consistency and standardization of workflows across regions\n\nAnalyze monthly operational and QA performance data to identify trends and gaps\n\nRecommend and implement scalable, process-driven solutions to reduce recurring issues\n\nOwn and continuously improve internal documentation, SOPs, and knowledge repositories\n\n2. Training & Enablement\nPartner with Enablement teams to design and enhance training programs and materials\n\nConduct onboarding sessions and ongoing training for new and existing team members\n\nIdentify knowledge gaps proactively and implement targeted learning interventions\n\nDrive continuous upskilling across teams to improve quality and efficiency\n\n3. Quality Assurance & Continuous Improvement\nReview QA trends and generate actionable insights to improve performance and product understanding\n\nMonitor effectiveness of improvement initiatives and validate measurable outcomes\n\nIntroduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)\n\nPromote a culture of continuous improvement and operational excellence\n\n4. Incident Management\nAct as Incident Commander during high-priority escalations (including night shift coverage as needed)\n\nCoordinate cross-functional stakeholders to ensure timely issue resolution\n\nProvide clear, structured communication during incidents\n\nMaintain detailed documentation and drive post-incident reviews and corrective actions\n\n5. Cross-Functional Collaboration\nParticipate in regular cross-functional forums to share insights, trends, and operational challenges\n\nCollaborate with Product, Engineering, QA, and Operations teams to resolve systemic issues\n\nContribute to workflow enhancements and system improvements\n\nAct as a bridge between operations and supporting functions\n\nRequirements\n5-8 years of experience in operations, HR advisory, support, or a related domain\n\nStrong understanding of process management, quality assurance, and operational metrics\n\nProven experience analyzing data and translating insights into actionable improvements\n\nExperience in training, knowledge management, or enablement roles\n\nStrong stakeholder management and cross-functional collaboration skills\n\nAbility to manage high-pressure situations and lead incident response effectively\n\nExcellent written and verbal communication skills\n\nHigh attention to detail and structured problem-solving ability\n\nPreferred Qualifications\nExperience in Employer of Record (EOR), HR operations, or global support environments\n\nFamiliarity with QA frameworks and performance metrics\n\nExperience working with HRIS, CRM, or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow)\n\nExposure to multi-region or global operations\n\nExperience in process improvement methodologies\n\nCore Competencies\nSubject matter expertise\n\nData-driven decision making\n\nProcess optimization\n\nTraining & coaching\n\nIncident leadership\n\nCross-functional influence\n\nOperational excellence","description_format":"text","description_chars":4631,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T07:23:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/multiplier-team-lead-customer-experience-2","json_url":"https://alion.io/job/multiplier-team-lead-customer-experience-2.json","meta":{"generated_at":"2026-10-26T00:26:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":540,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175391},"rest":"https://alion.io/mcp/rest/get_company?id=175391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmultiplier-team-lead-customer-experience-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmultiplier-team-lead-customer-experience-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmultiplier-team-lead-customer-experience-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/multiplier-team-lead-customer-experience-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmultiplier-team-lead-customer-experience-2"}]}