Team Leader-Customer Delight

Urgent Hiring-Team Lead – Customer Delight

Location: Gurgaon, Haryana

Employment Type: Full-Time

Experience: Prior Team Lead experience in Customer Support / Customer Experience / Customer Operations

Industry Preference: E-commerce / Quick Commerce / Retail / Service-based Startups

About Handpickd

Handpickd is a tech-first fresh-commerce company focused on delivering fresh produce and high-quality essentials while reimagining the modern supply chain. The company follows a personalized, AI-powered, zero-stock fresh-commerce model.

About the Role

We are looking for a Team Lead – Customer Delight to lead a high-performing customer-facing team and ensure exceptional customer experiences.

Key Responsibilities

- Own and drive team performance metrics including CSAT, NPS, FRT, ART and FCR.

- Manage real-time customer queues and workforce scheduling.

- Monitor team performance and conduct regular performance deep-dives.

- Audit customer responses and improve SOPs, templates and communication processes.

- Identify recurring customer complaints and work with cross-functional teams to resolve root causes.

- Coach, mentor and develop customer-facing agents into Customer Delight Specialists.

- Identify gaps in the customer journey and implement process improvements.

- Ensure the team maintains high standards of speed, accuracy, empathy and customer experience.

- Translate operational and dashboard data into actionable improvement plans.

Requirements

- Prior Team Lead experience is mandatory.

- Experience in a high-growth service-based startup preferred.

- Candidates from E-commerce, Quick Commerce or Retail environments are preferred.

- Experience managing high-volume customer operations.

- Strong understanding of customer service/customer experience metrics.

- Data-driven approach with the ability to analyse performance dashboards.

- Strong communication and interpersonal skills.

- Ability to work effectively with cross-functional teams.

- Calm, decisive and effective leadership style in a fast-paced environment.

- Strong customer-centric mindset.

Preferred Background

Candidates with Team Lead experience from E-commerce, Quick Commerce, Retail, Customer Experience, Customer Operations or high-volume service environments are encouraged to apply.

Interested Candidates can share their updated resume on-E-mail- abhilasha@nextmantra.in

Whatsapp Number-9555616698