naukri
Customer Experience Team lead
Hewyn
Dubai, UAE
Lead
Yesterday
Customer SupportTeam LeadershipCoachingEscalation ManagementProduct KnowledgeFitness
Free
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Customer SupportTeam LeadershipCoaching
About the Role
About the Role We're seeking a fitness-enthusiast Customer Experience Team Lead to manage our multi-channel support team (chat, ticketing, and voice) and elevate customer intera.
Key Skills for This Role
Customer SupportTeam LeadershipCoachingEscalation ManagementProduct KnowledgeFitness
Responsibilities
- Lead and manage daily operations across chat, ticketing, and voice channels, ensuring SLAs and KPIs are met
- Coach and mentor agents through 1:1s, performance reviews, and QA evaluations
- Develop training on Hewyn's product catalog and fitness/wellness concepts
- Handle complex escalations with professionalism and empathy
- Partner with e commerce, marketing, and logistics teams to share customer insights
Requirements
- Experience leading a multi channel customer support team
- Passion for fitness and wellness
- Ability to coach and mentor agents
- Experience with chat, ticketing, and voice channels
Full Job Posting
About the Role
- We're seeking a fitness enthusiast Customer Experience Team Lead to manage our multi channel support team (chat, ticketing, and voice) and elevate customer interactions into consultative, value driven conversations about fitness and product efficacy.
Key Responsibilities
- Lead and manage daily operations across chat, ticketing, and voice channels, ensuring SLAs and KPIs are met
- Coach and mentor agents through 1:1s, performance reviews, and QA evaluations
- Develop training on Hewyn's product catalog (vitamins, amino acids, collagen, nootropics, sports nutrition) and fitness/wellness concepts
- Handle complex escalations with professionalism and empathy
- Partner with e commerce, marketing, and logistics teams to share customer insights and improve the customer journey
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