The Client Management Team Lead is responsible for driving the end-to-end quality strategy, training, and process improvements for the Customer Support team
Job Summary
The Client Management Team Lead is responsible for driving the end-to-end quality strategy, training, and process improvements for the Customer Support team.
Key responsibilities include managing the customer complaint life cycle, cultivating a strong service excellence culture, and centralizing knowledge base management.
The role requires leading and mentoring a team of Service Specialists, overseeing day-to-day complaint handling operations and performance to ensure efficient resolution.
Matching Summary
The Client Management Team Lead is responsible for driving the end-to-end quality strategy, training, and process improvements for the Customer Support team.
Skills & Requirements
Must-have
Complaint management framework
Service recovery strategies
Root cause analysis
Training and quality assurance frameworks
Service excellence culture
Knowledge base curation
Nice-to-have
Data-driven insights
Customer-centric mindset
Dynamic environment adaptability
Key Requirements
5+ years customer service/contact centre experience