Customer Experience Lead at Growth Partner Intermediaries Limited

About the Role

• The Customer Experience Lead will oversee customer support operations and ensure a seamless experience for customers, restaurant partners, and riders.
• The ideal candidate should be solution-driven and experienced in a fast-paced environment such as food delivery, e-commerce, logistics, or technology platforms.

Key Responsibilities

• Lead daily customer support operations across calls, chats, email, and WhatsApp.
• Manage escalations and resolve complex customer complaints.
• Lead, coach, and develop the customer support team.
• Set and monitor team KPIs and performance targets.
• Develop and implement SOPs for refunds, cancellations, delivery issues, and other service processes.
• Track key metrics including CSAT, response time, resolution time, and complaint rates.
• Coordinate with restaurant partners and riders to resolve service issues.
• Drive continuous improvement, process optimisation, and automation.
• Serve as a key point of contact for customers and partners, ensuring a positive and seamless experience.

Requirements

• Bachelor’s Degree or HND in any field with 4–7 years’ experience in customer service operations.
• Experience in food delivery, e-commerce, logistics, or tech is an advantage.
• Strong leadership, communication, problem-solving, and customer service skills.