Pice®
Website:
piceapp.com
Job details:
Customer Experience Team Lead
📍 Bengaluru | Full-Time
Build World-Class Customer Experiences at Pice
At Pice, we’re redefining how Indian SMEs pay, manage cash flows, and access credit.
Backed by Nexus Venture Partners and leading angel investors, we’re building a unified payments platform — and soon launching our own business-focused credit card.
As we scale, Customer Experience (CX) is at the heart of everything we do. We’re looking for a hands-on CX Team Lead who can lead teams, improve operational performance, and create exceptional customer experiences at scale.
Role: Customer Experience Team Lead
This role goes beyond managing support tickets — you will lead, mentor, and scale a high-performing CX team while ensuring every customer interaction builds trust, clarity, and confidence.
You’ll own the CX function on the ground, drive operational excellence, and play a key role in shaping how SMEs experience Pice’s payments and credit products.
What You’ll Do
- Lead and manage a team of CX executives across chat and support channels
- Ensure high-quality customer interactions with strong focus on resolution and experience
- Monitor team productivity, adherence, response time, SLA, TAT, and CSAT metrics
- Prepare and share daily, weekly, and monthly performance reports
- Handle customer escalations and ensure timely issue resolution
- Coach, train, and mentor team members through regular feedback and quality audits
- Build SOPs, workflows, and scalable CX playbooks
- Collaborate with Product, Risk, Ops, and Tech teams to improve customer journeys
- Analyze support trends and customer feedback to identify operational gaps
- Drive continuous process and quality improvements across the CX function
- Simplify financial concepts such as payments, billing cycles, limits, and charges for SME customers
What We’re Looking For
- Minimum 3 years of experience in Customer Experience / Customer Support
- Mandatory experience in handling a team of at least 5 members
- Prior experience as a Team Lead, Senior Executive, or SME handling escalations and team performance
- Strong command of Hindi and English (written and verbal) is mandatory
- Regional language understanding such as Tamil, Telugu, or Kannada will be highly preferred
- Strong experience in performance reporting, SLA monitoring, and productivity tracking
- Proven ability to manage customer escalations and improve CX metrics
- Strong analytical and problem-solving skills
- High attention to detail and ability to manage multiple priorities
- Experience in fintech, payments, banking, lending, or credit card operations is a strong plus
- Customer-first mindset with strong empathy and ownership
Why Join Pice?
- Opportunity to lead and shape the CX function at a fast-growing fintech startup
- Hands-on exposure to SME lending, payments, and credit card operations
- High-ownership and high-impact work environment
- Collaborate closely with leadership and cross-functional teams
- Build strong people management and fintech operations experience
Team Handling,Escalation Mgmt,SLA Management
Click on Apply to know more.