Customer Experience Team Lead

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 — and we're

looking for leaders who can elevate it to world-class standards.

Role: Customer Experience Team Lead

Location: Bengaluru

This role goes beyond managing support — 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, ensuring high-quality customer interactions across

chat and support channels

Monitor day-to-day team performance, productivity, and adherence (availability, response time,

resolution time)

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Prepare and share daily, weekly, and monthly performance reports (CSAT, SLA,

TAT, backlog, agent productivity)

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Set performance benchmarks and consistently drive improvements across key CX

metrics

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Act as an escalation point for complex customer issues, ensuring timely and effective

resolution

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Coach, train, and mentor team members to deliver empathetic, solution-oriented

support

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Conduct regular quality audits, feedback sessions, and performance reviews

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Ensure clear and accurate communication of product features, transactions, limits,

billing cycles, and credit-related queries

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Build and refine SOPs, workflows, and CX playbooks for consistency and scalability

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Collaborate closely with Product, Ops, Risk, and Tech teams to resolve issues and

improve customer journeys

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Analyze customer feedback, support data, and trends to identify gaps and drive

product/process improvements

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Drive quality assurance initiatives and continuously improve team performanceWhat We're Looking For

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3–5 years of experience in Customer Experience / Support, with at least 1 year in a

team handling or leadership role

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Strong command of English & Hindi (written and verbal)

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Proven ability to manage teams, handle escalations, and drive performance metrics

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Experience in reporting, data tracking, and performance monitoring

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Strong customer-first mindset — you focus on experience, not just resolution

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Ability to simplify financial concepts (payments, cards, limits, charges) for SMEs

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Strong analytical thinking and problem-solving skills

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High attention to detail with the ability to manage multiple priorities

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Experience in fintech, payments, or credit products is a strong plus

Why Join Pice®

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Lead and shape the CX function at a fast-growing fintech startup

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Gain hands-on exposure to credit card operations, SME lending, and payments

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Work in a high-ownership, high-impact environment

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Collaborate with cross-functional teams to influence product and business decisions

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Build a strong leadership foundation in Customer Experience and Fintech

If you're passionate about leading teams, driving performance through data, and building

exceptional customer experiences at scale — we'd love to hear from you.