Team Lead-Customer Experience (Post Ssles)

Role Summary Seasoned and customer-centric leader responsible for post-sales engagement from booking to handover. Acts as SPOC for customers while leading a team to deliver superior experience. Drives customer satisfaction, escalations, and cross-functional coordination. Key Areas of Accountability Own end-to-end customer journey from post-sales to handover. Primary SPOC for all customer communication. Lead and manage customer experience team. Collaborate with internal stakeholders (projects, CRM, legal, collections). Support collections team in reducing overdues. Ensure timely handover and registration. Team Handling Responsibilities Manage, mentor, and develop team members. Set goals, KPIs, and performance expectations. Conduct reviews, coaching, and feedback sessions. Ensure productivity and high-quality customer interactions. Maintain SLA adherence and process compliance. Identify training needs and enable skill development. Track CSAT, escalations, and resolution metrics. Act as e...