Team Leader

Team Lead - Customer Experience

Customer Support 2 to 5 Years FullTime Sattva Eminence Olyv230

Job Description – Team Lead, Customer

Experience

Department: Customer Experience (CX)

Designation: Team Lead – Customer Experience

Location: Bengaluru

Industry: Fintech / Digital Lending

About Olyv

Olyv is a fintech platform focused on providing digital financial solutions, including credit and savings

products. We leverage technology and data-driven processes to make financial services more

accessible and deliver a seamless customer experience.

Role Overview

We are looking for a customer-focused and results-oriented Team Lead – Customer Experience to lead

a team of customer experience executives, drive operational performance, and ensure high customer

satisfaction. The ideal candidate should have strong leadership, communication, problem-solving, and

escalation-management skills, preferably with experience in fintech, NBFC, banking, or digital lending.

Key Responsibilities

• Team Leadership: Lead, mentor, and motivate a team of customer experience executives to

achieve individual and team targets.

• Customer Experience Management: Ensure timely and effective resolution of customer queries,

complaints, and service requests.

• Escalation Management: Handle complex customer issues and escalations while ensuring

appropriate resolution within defined timelines.

• Performance Monitoring: Track key performance indicators (KPIs), including customer

satisfaction, quality scores, productivity, turnaround time, and SLA adherence.

• Quality Improvement: Review customer interactions, provide constructive feedback, and

implement corrective actions to improve service quality.

• Process Optimization: Identify recurring customer issues and recommend process improvements

to enhance customer experience.

• Cross-functional Coordination: Collaborate with Collections, Grievance, Operations, Product, and

Technology teams to resolve customer concerns.

• Reporting and Analysis: Prepare daily, weekly, and monthly performance reports and share

actionable insights with management.

• Training and Development: Support onboarding, conduct coaching sessions, and identify

development needs to improve team performance.

• Policy and Compliance: Ensure adherence to company policies, customer communication

standards, data privacy requirements, and applicable regulatory guidelines.

Required Skills and Qualifications

Jobs at Olyv

• Graduate in any discipline.

• Minimum 2+ years of experience in a Team Lead role, preferably in Customer Experience,

Customer Support, or Customer Service Operations.

• Experience in fintech, NBFC, banking, digital lending, or financial services is preferred.

• Strong verbal and written communication skills in English and Hindi.

• Proven experience in team management, performance monitoring, and escalation handling.

• Good understanding of customer service metrics, SLA management, and quality monitoring.

• Proficiency in MS Excel, CRM tools, and customer support systems.

• Strong analytical, problem-solving, and decision-making abilities.

• Ability to work in a fast-paced, target-driven environment.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality scores.

• SLA adherence and turnaround time.

• Team productivity and target achievement.

• Escalation resolution and reduction in repeat complaints.

• Process compliance and quality improvement.

• Team attendance, performance, and attrition.

Preferred Candidate Profile

A proactive leader with at least two years of Team Lead experience, strong people-management skills,

and the ability to drive customer satisfaction, operational efficiency, and continuous process

improvement.