Customer Experience Team Lead at Strivo Labs

• The Customer Experience Team Lead is responsible for leading the day-to-day operations and performance of the Customer Experience (CX) team, ensuring customers receive consistent, professional, empathetic, and high-quality service across all touchpoints.
• The role combines team leadership, customer issue resolution, service quality management, and continuous improvement.
• The successful candidate will be responsible for identifying recurring customer pain points, coaching the CX team, managing escalations, and translating customer feedback and operational data into actionable insights that improve customer satisfaction and business performance.

Key Responsibilities
Customer Experience Operations:

• Lead and coordinate the day-to-day activities of the CX team, ensuring timely and effective resolution of customer enquiries, complaints, and cases.
• Establish and maintain consistent customer service standards across all customer touchpoints and communication channels.
• Monitor customer interactions to ensure professionalism, empathy, accuracy, and adherence to defined CX standards.
• Manage complex customer cases and escalations, ensuring appropriate ownership, resolution, and follow-through.
• Ensure the team consistently meets established service levels and customer experience standards.

Team Leadership & Performance Management:

• Lead, coach, mentor, and develop CX team members to improve their communication, empathy, conflict resolution, and problem-solving skills.
• Track individual and team performance against agreed CX metrics, service levels, and quality standards.
• Conduct regular performance reviews and provide actionable feedback to team members.
• Identify training and development needs and implement appropriate coaching and performance improvement initiatives.
• Foster a customer-centric, accountable, and high-performance team culture.

Customer Issue Resolution & Escalation:

• Monitor customer complaints, enquiries, feedback, and interaction trends to identify recurring issues and customer journey pain points.
• Investigate the root causes of recurring customer issues and recommend appropriate solutions.
• Manage and resolve escalated customer complaints while ensuring a positive customer outcome.
• Escalate systemic issues to relevant stakeholders with clear analysis and recommendations.
• Ensure customer feedback and insights are properly documented and communicated to relevant teams.

Process & Stakeholder Management:

• Collaborate with Product, Technology, Operations, Credit, Collections, and other relevant teams to resolve customer issues and improve service delivery.
• Support the implementation of customer-centric processes, service standards, and customer journey improvements.
• Work cross-functionally to address operational and product-related issues affecting customer experience.
• Drive consistency in customer experience across all channels and customer touchpoints.
• Support specialised CX functions, including technical and product-specific customer support.

Reporting & Continuous Improvement:

• Prepare regular CX performance reports covering team performance, service quality, customer complaints, resolution rates, and other key CX metrics.
• Analyse customer and operational data to identify trends, gaps, and opportunities for improvement.
• Translate customer feedback and operational data into clear, actionable business insights.
• Monitor the effectiveness of implemented CX initiatives and recommend further improvements where necessary.
• Continuously identify opportunities to improve customer journeys, processes, and service delivery.

Education Required

• Bachelor’s degree in Customer Experience, Communications, Business Administration, Finance, Economics, or a related discipline.

Desirable:

• Postgraduate qualification in a relevant field.

Experience:

• 3–5 years of relevant experience in Customer Experience, Customer Operations, Customer Service, Service Management, or a related field.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven experience managing customer escalations, complaints, and complex customer issues.
• Experience in fintech, device financing, credit, lending, banking, or financial services is highly preferred.
• Experience driving customer journey improvements and service transformation is an added advantage.

Technical & Professional Skills:

• Strong analytical and problem-solving abilities, with the capacity to interpret customer and operational data.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Strong conflict-resolution and negotiation skills.
• Excellent stakeholder management and cross-functional collaboration skills.
• Familiarity with CRM, ticketing, helpdesk, and customer interaction platforms.
• Strong reporting and data interpretation skills.
• Good understanding of customer experience metrics and service-level management.

Core Competencies:

• Strong leadership and people management skills.
• Customer-centric mindset.
• Strong business and commercial awareness.
• Excellent communication and interpersonal skills.
• High emotional intelligence and empathy.
• Ability to influence cross-functional teams and drive customer-centric change.
• Strong organisational and time-management skills.
• Attention to detail and commitment to service quality.
• Ability to work effectively in a fast-paced and performance-driven environment.
• Strong continuous-improvement mindset.