Team Lead - Customer Experience

smartcoin· Customer Support
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📍 Bengaluru, KA, IndiaFULL TIME

About this role

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.

Frequently Asked Questions

Is the salary disclosed for the Team Lead - Customer Experience position at smartcoin?
The salary for this Team Lead - Customer Experience role at smartcoin is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Team Lead - Customer Experience position at smartcoin located?
This Team Lead - Customer Experience role at smartcoin is based in Bengaluru, KA, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Team Lead - Customer Experience role at smartcoin full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Team Lead - Customer Experience role in the Customer Support department at smartcoin.
Which team or department does the Team Lead - Customer Experience at smartcoin belong to?
This Team Lead - Customer Experience position is part of the Customer Support department at smartcoin. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Team Lead - Customer Experience position at smartcoin?
Click the "Apply Now" button on this page. You will be redirected to smartcoin's official application portal hosted on keka where you can submit your application directly.
When was the Team Lead - Customer Experience job at smartcoin posted?
This Team Lead - Customer Experience position at smartcoin was posted on Oct 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Team Lead - Customer Experience
smartcoin
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You'll be redirected to smartcoin's official application page on keka.