Customer Service Team Lead

Key Responsibilities:

Lead, coach and mentor a high-performing CX team across time zones, building a culture of ownership, agility and figure-it-out mindsetnot a call-center mentality. Own roster management and shift scheduling for Australia, Europe and US coverage, ensuring the right people are in the right place at the right time to meet demand spikes and SLAs. Define, track and improve core metrics: First Response Time, Average Handling Time, resolution time, SLAs, quality, and true case ownership (from first touch to closure). Build and run a strong performance review rhythm: dashboards, reports, and weekly/monthly reviews to spotlight top performers, coach underperformers, and make data-backed decisions. Deep-dive into data to forecast volumes, spot trends in customer issues, and pre-empt operational bottlenecks before they hit the fan. Partner with leadership to design and launch new CX initiatives—proactive outreach, NPS/CSAT programs, surprise-and-delight moments, and white-glove handling for high-value customers. Drive adoption of AI and emerging CX tech: evaluate tools, run pilots, build business cases, and help integrate them into everyday operations (QA, routing, knowledge, personalisation, etc.). Own onboarding and training for new hires, from fundamentals (tools, processes) to advanced skills (luxury etiquette, escalation handling, empathy and brand storytelling). Collaborate closely with Product, Marketing, Operations and Tech to be the voice of the customer and to close the loop on recurring defects and friction points. Champion the “luxury online experience center” mindset—ensure every channel interaction reflects company's tone, product confidence and attention to detail; jewelry knowledge is a strong bonus. What You Bring 8–12 years of total experience, with at least 5 years managing customer-facing teams (preferably in e-commerce, D2C, luxury, marketplaces or high-touch online brands). Proven experience running global/multi-shift teams, including roster planning, scheduling and managing handovers across time zones. Hands-on expertise with CX tools: CRM, helpdesk platforms, live chat, telephony and analytics (you’re comfortable living in dashboards, not just reading them in reviews). Strong data orientation: you can pull, slice and interpret data to tell a story, back a decision, or design an experiment. Exposure to AI in CX (QA, chatbots, routing, insights) and/or loyalty programs and CRM enhancements is a big plus. Bachelor’s degree required; Master’s degree and/or certifications (Six Sigma, AI/analytics, CX) are an advantage. Comfort with startup-style ambiguity: you don’t need a 20-page SOP to act, and you’re okay getting your hands dirty when needed. Bonus: international exposure and/or jewelry category experience. How You Work Full-time, permanent role, typically 8.5 hours a day, 5 days a week—but you care more about outcomes than clocking in/out. Work timings can be flexed (with approval) to match business needs and project demands; you’re the kind of person who steps up when it matters. Role is primarily Jaipur-based; for exceptional profiles, remote/hybrid options can be discussed. What You Get A full-time, permanent role on company payroll, offering stability along with meaningful ownership and impact. Collaborative and high-accountability environment, where your contributions are visible and valued. Best-in-industry compensation; we genuinely have no bar for the right person. Strong benefits and perks in line with top-tier employers, plus the chance to shape how a global luxury e-commerce brand shows up for its customers every single day. A seat at the table with leadership, working on initiatives that directly impact revenue, loyalty and brand love. Free access to an in-house gym, Spa and physiotherapy services for physical wellness. A dedicated game zone to unwind and recharge. Employer :

Angara Ecommerce Pvt Ltd Job Title : Angara - Customer Experience and Sales - Team Lead (H9791) No of Vacancies : 0 Cities : City : Jaipur, Rajasthan, India Description: Key Responsibilities: Lead, coach and mentor a high-performing CX team across time zones, building a culture of ownership, agility and figure-it-out mindsetnot a call-center mentality. Own roster management and shift scheduling for Australia, Europe and US coverage, ensuring the right people are in the right place at the right time to meet demand spikes and SLAs. Define, track and improve core metrics: First Response Time, Average Handling Time, resolution time, SLAs, quality, and true case ownership (from first touch to closure). Build and run a strong performance review rhythm: dashboards, reports, and weekly/monthly reviews to spotlight top performers, coach underperformers, and make data-backed decisions. Deep-dive into data to forecast volumes, spot trends in customer issues, and pre-empt operational bottlenecks before they hit the fan. Partner with leadership to design and launch new CX initiativesproactive outreach, NPS/CSAT programs, surprise-and-delight moments, and white-glove handling for high-value customers. Drive adoption of AI and emerging CX tech: evaluate tools, run pilots, build business cases, and help integrate them into everyday operations (QA, routing, knowledge, personalisation, etc.). Own onboarding and training for new hires, from fundamentals (tools, processes) to advanced skills (luxury etiquette, escalation handling, empathy and brand storytelling). Collaborate closely with Product, Marketing, Operations and Tech to be the voice of the customer and to close the loop on recurring defects and friction points. Champion the “luxury online experience center” mindset—ensure every channel interaction reflects Angara’s tone, product confidence and attention to detail; jewelry knowledge is a strong bonus. What You Bring 8–12 years of total experience, with at least 5 years managing customer-facing teams (preferably in e-commerce, D2C, luxury, marketplaces or high-touch online brands). Proven experience running global/multi-shift teams, including roster planning, scheduling and managing handovers across time zones. Hands-on expertise with CX tools: CRM, helpdesk platforms, live chat, telephony and analytics (you’re comfortable living in dashboards, not just reading them in reviews). Strong data orientation: you can pull, slice and interpret data to tell a story, back a decision, or design an experiment. Exposure to AI in CX (QA, chatbots, routing, insights) and/or loyalty programs and CRM enhancements is a big plus. Bachelor’s degree required; Master’s degree and/or certifications (Six Sigma, AI/analytics, CX) are an advantage. Comfort with startup-style ambiguity: you don’t need a 20-page SOP to act, and you’re okay getting your hands dirty when needed. Bonus: international exposure and/or jewelry category experience. How You Work Full-time, permanent role, typically 8.5 hours a day, 5 days a week—but you care more about outcomes than clocking in/out. Work timings can be flexed (with approval) to match business needs and project demands; you’re the kind of person who steps up when it matters. Role is primarily Jaipur-based; for exceptional profiles, remote/hybrid options can be discussed. What You Get A full-time, permanent role on company payroll, offering stability along with meaningful ownership and impact. Collaborative and high-accountability environment, where your contributions are visible and valued. Best-in-industry compensation; we genuinely have no bar for the right person. Strong benefits and perks in line with top-tier employers, plus the chance to shape how a global luxury e-commerce brand shows up for its customers every single day. A seat at the table with leadership, working on initiatives that directly impact revenue, loyalty and brand love. Free access to an in-house gym, Spa and physiotherapy services for physical wellness. A dedicated game zone to unwind and recharge.