About the Role
At Strivo Labs, we help businesses scale with speed and precision through end-to-end digital solutions, from custom design and MVP development to automation. We are currently looking for a talented Customer Experience Team Lead to oversee our daily CX operations and ensure our clients receive empathetic, professional, and high-quality service across all digital touchpoints.
Key Responsibilities- Lead and coordinate daily CX operations to ensure swift resolution of customer enquiries and complaints.
- Coach, mentor, and develop support team members to improve communication, empathy, and problem-solving skills.
- Manage complex customer escalations and identify root causes of recurring pain points.
- Collaborate cross-functionally with product, tech, and operations teams to enhance service delivery.
- Analyze customer feedback and operational data to generate actionable business insights and performance reports.
- Bachelor's degree in Customer Experience, Business Administration, Communications, or a related discipline.
- 3 to 5 years of relevant experience in customer operations, service management, or customer success, preferably within fintech, tech, or financial services.
- Demonstrated success in leading, coaching, and managing high-performing customer-facing teams.
- Strong proficiency in CRM software, helpdesk platforms, and customer data analysis.
- Exceptional emotional intelligence, conflict-resolution, and stakeholder management skills.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and leadership development in a fast-paced tech environment.
- Collaborative, inclusive, and forward-thinking company culture.