Customer Relations Team Lead

About the role

This is a leadership role, not a supervisory one — you own the queue, not just the people. Your headline metric is “SM escalation rate: reducing public reviews below 4-star by fixing the root causes in the queue, not managing individual responses.” Most escalations aren't ten separate problems; they're one problem upstream that nobody traced. You'll find it, prove it, and hand it to the team that can fix it. Every week, you'll see the rate drop because the cases stopped arriving.

What they're looking for

• You think like a detective : a damaged item, a partner denial, a customer story that doesn't quite fit — you work out what actually happened and make the call with confidence
• You're obsessed with patterns : ten similar complaints feel like a puzzle to solve, not a queue to manage
• You have the spine to refuse: you can tell a BPO partner their performance isn't acceptable, and a customer their claim isn't covered, and have both respect you for the clarity
• You trust data more than noise : you read a queue, find the driver, and act on what the numbers tell you
• You measure yourself by outcomes that stick: trace the escalation driver, fix the cause upstream, watch the cases stop arriving — that feedback loop is what gets you out of bed
• Own CSAT for ED and CRT, with root cause on every miss — when satisfaction drops, you find why and fix it, you'll stabilise or improve CSAT against the August baseline through queue resolution, not review management

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