Team Lead - Customer Experience

Job Description - Team Lead, Customer Experience

Department: Customer Experience (CX)

Designation: Team Lead - Customer Experience

Location: Bengaluru

Industry: Fintech / Digital Lending

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 strong 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 performance reports and share actionable insights with management.
• Training and Development: Support onboarding, conduct coaching sessions, and identify development needs to improve team performance.
• Policy and Compliance: Ensure adherence to company policies, customer communication standards, data privacy requirements, and applicable regulatory guidelines.

Required Skills and Qualifications

• Graduate in any discipline.
• Minimum 2+ years of experience in a Team Lead role, preferably in Customer Experience, Customer Support, or Customer Service Operations.
• Experience in fintech, NBFC, banking, digital lending, or financial services is preferred.
• Strong verbal and written communication skills in English and Hindi.
• Proven experience in team management, performance monitoring, and escalation handling.
• Good understanding of customer service metrics, SLA management, and quality monitoring.
• Proficiency in MS Excel, CRM tools, and customer support systems.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work in a fast-paced, target-driven environment.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality scores.
• SLA adherence and turnaround time.
• Team productivity and target achievement.
• Escalation resolution and reduction in repeat complaints.
• Process compliance and quality improvement.
• Team attendance, performance, and attrition.

Preferred Candidate Profile

A proactive leader with at least two years of Team Lead experience, strong people-management skills, and the ability to drive customer satisfaction, operational efficiency, and continuous process improvement.