{"id":2682509,"url":"https://alion.io/job/olyv-team-lead-customer-experience","title":"Team Lead - Customer Experience","company":{"id":2504919,"name":"Olyv","domain":"olyv.co.in","url":"https://alion.io/company/olyv","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":84,"open_postings":14,"ghost_share":0,"stale_share":0.643,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"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":{"min":700000,"max":900000,"currency":"INR","period":"year","gross":null,"usd_annual":9506},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T05:51:39Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T00:19:27Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Description - Team Lead, Customer Experience\nDepartment: Customer Experience (CX)\nDesignation: Team Lead - Customer Experience\nLocation: Bengaluru\nIndustry: Fintech / Digital Lending\nAbout Olyv\nOlyv 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.\nRole Overview\nWe 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.\nKey Responsibilities\nTeam Leadership: Lead, mentor, and motivate a team of customer experience executives to achieve individual and team targets.\nCustomer Experience Management: Ensure timely and effective resolution of customer queries, complaints, and service requests.\nEscalation Management: Handle complex customer issues and escalations while ensuring appropriate resolution within defined timelines.\n Performance Monitoring: Track key performance indicators (KPIs), including customer satisfaction, quality scores, productivity, turnaround time, and SLA adherence.\nQuality Improvement: Review customer interactions, provide constructive feedback, and implement corrective actions to improve service quality.\nProcess Optimization: Identify recurring customer issues and recommend process improvements to enhance customer experience.\nCross-functional Coordination: Collaborate with Collections, Grievance, Operations, Product, and Technology teams to resolve customer concerns.\nReporting and Analysis: Prepare daily, weekly, and monthly performance reports and share actionable insights with management.\nTraining and Development: Support onboarding, conduct coaching sessions, and identify development needs to improve team performance.\nPolicy and Compliance: Ensure adherence to company policies, customer communication standards, data privacy requirements, and applicable regulatory guidelines.\nRequired Skills and Qualifications\nGraduate in any discipline.\n Minimum 2+ years of experience in a Team Lead role, preferably in Customer Experience, Customer Support, or Customer Service Operations.\nExperience in fintech, NBFC, banking, digital lending, or financial services is preferred.\nStrong verbal and written communication skills in English and Hindi.\nProven experience in team management, performance monitoring, and escalation handling.\nGood understanding of customer service metrics, SLA management, and quality monitoring.\nProficiency in MS Excel, CRM tools, and customer support systems.\nStrong analytical, problem-solving, and decision-making abilities.\nAbility to work in a fast-paced, target-driven environment.\nKey Performance Indicators (KPIs)\nCustomer satisfaction and service quality scores.\nSLA adherence and turnaround time.\nTeam productivity and target achievement.\nEscalation resolution and reduction in repeat complaints.\nProcess compliance and quality improvement.\nTeam attendance, performance, and attrition.\nPreferred Candidate Profile\nA 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.","description_format":"text","description_chars":3540,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-10-16T06:56:18Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":9506,"is_top_pay":false},"html_url":"https://alion.io/job/olyv-team-lead-customer-experience","json_url":"https://alion.io/job/olyv-team-lead-customer-experience.json","meta":{"generated_at":"2026-10-18T02:19:28Z","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":3828,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"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":2504919},"rest":"https://alion.io/mcp/rest/get_company?id=2504919"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Folyv-team-lead-customer-experience"},{"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%2Folyv-team-lead-customer-experience"},{"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%2Folyv-team-lead-customer-experience"},{"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/olyv-team-lead-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Folyv-team-lead-customer-experience"}]}