Customer Experience Lead

About this role

The role leads customer experience operations for Growth Partner Intermediaries Limited, focusing on delivering a seamless experience for customers, restaurant partners, and riders. It suits someone with strong leadership and experience in fast-paced environments like food delivery, e-commerce, logistics, or technology platforms.

What you would do

• Oversee daily customer support across calls, chats, email and WhatsApp
• Manage escalations and resolve complex customer complaints
• Lead, coach and develop the customer support team
• Set and monitor team KPIs and performance targets
• Develop and implement SOPs for refunds, cancellations and delivery issues
• Track metrics such as CSAT, response time, resolution time and complaint rates

What they are asking for

• Bachelor's Degree or HND in any field
• 4 to 7 years of experience in customer service operations
• Experience in food delivery, e-commerce, logistics or tech is advantageous
• Strong leadership, communication, problem-solving and customer service skills

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