Customer Relations Team Lead

About the role

The Customer Relations Team Lead will own the escalation queue for damaged, missing or disputed items, ensuring issues are resolved fairly and quickly. This leadership position focuses on reducing the SM escalation rate by identifying root‑cause patterns rather than managing individual tickets.

Key responsibilities

• Analyse the escalation queue, trace recurring drivers (e.g., damaged‑item handling, partner denials) and hand root causes to Business Development, Operations or Product teams.
• Govern daily performance of BPO partners across ticket queues, running performance cadences, weekly reviews and monthly scorecards.
• Own CSAT for ED and CRT, investigating every dip and implementing fixes to stabilise or improve satisfaction.
• Decide complex cases involving compensation, liability or fault attribution and communicate decisions confidently.
• Continuously monitor public review rates and drive the SM escalation rate down by eliminating upstream failures.

Required profile

• Detective‑mindset: able to reconstruct what happened from incomplete or conflicting information.
• Pattern‑obsessed: enjoys solving clusters of similar complaints as puzzles.
• Strong spine: can say “no” to partners or customers when claims are not covered, while maintaining respect.
• Data‑driven: trusts numbers over noise, uses queue metrics to identify drivers.
• Outcome‑focused: measures success by the reduction of escalations and improvement of public reviews.

Required skills

• Experience with ticketing platforms, particularly Freshdesk.
• Advanced Excel and Google Sheets for data analysis.