Customer Service Lead

Key Responsibilities

Service Strategy & Execution

Design and deliver the omni-channel service roadmap (voice, chat, social, in-store). Define SLAs/OKRs, monitor CSAT/NPS, and roll out continuous-improvement sprints.

CRM & AI Enablement

Administer the client’s CRM stack (e.g., Salesforce, Zoho, Shopify-Gorgias). Implement AI assistants (LLM chatbots, sentiment routing, auto-reply, predictive staffing) and ensure governance of AI outputs.

Client & Stakeholder Management

Serve as senior escalation point, run QBRs, and translate service data into executive-level insights that unlock upsell opportunities.

Retail / Store Operations

Coordinate with store managers on queue management, click-and-collect, returns, and in-store events. Analyse footfall vs. conversion and prescribe staffing or planogram tweaks.

People Leadership

Lead 10-25 CS associates and 2-3 team leads. Coach on soft skills, schedule optimisation and AI-assisted workflows; maintain <5 % attrition.

Data & Reporting

Build live dashboards in Power BI/Tableau; track AHT, FCR, repeat-contact, inventory gaps and revenue-at-risk metrics.

Qualifications

Experience – 5-8 yrs in customer-facing leadership; at least 2 yrs running a CRM or POS platform; exposure to conversational-AI roll-outs.

Technical stack – CRM (Salesforce, Microsoft Dynamics, Zoho or GoHighLevel), AI support tools (ChatGPT API, Ada, Zendesk AI, Dialpad AI), retail POS/inventory platforms.

Soft skills – executive presence, data storytelling, change-management, and cross-cultural team leadership.

Industries:Outsourcing/Offshoring

Function: Others