Team Lead - Customer Success

Job Description

• PlatinumRx is seeking an experienced Team Lead – User Experience to lead the customer experience team.
• The role involves managing customer escalations, driving service excellence, mentoring team members, and ensuring high customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage the User Experience team.
• Handle complex customer escalations across calls, emails, chats, and social media.
• Monitor and track KPIs, SLAs, and quality metrics.
• Coordinate with cross-functional teams to resolve customer issues effectively.
• Conduct regular coaching sessions and performance reviews.
• Identify opportunities and drive continuous process improvements.
• Ensure consistent service quality and a high level of customer satisfaction.

Qualifications & Experience

• 2–4 years of experience in Customer Support/User Experience.
• Minimum 1 year of team-handling experience preferred.
• Experience in handling social media escalations.
• Hands-on experience with CRM tools.

Required Skills

• Strong leadership and team management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Target-driven mindset with proven sales ability.
• Proficiency in CRM tools and MS Excel.
• Strong problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced environment.

Why Join PlatinumRx?

• Attractive Incentives.
• Career Growth Opportunities.
• Collaborative and Supportive Work Culture.
• Opportunity to lead and develop a customer-focused team.