Customer Service Lead (CX Lead-KTM) Global IT Careers

Customer Service Lead (CX Lead-KTM)

  • Industry Other
  • Category Social Media/Customer Support
  • Location Kathmandu, Nepal
  • Expiry date Jun 01, 2025 (Expired)
Job Description

About the Role:


Global IT Career is seeking a Customer Service Lead (CX Lead) for one of our esteemed US-based clients. This role is based in Kathmandu, Nepal, and is an excellent opportunity for a customer-centric, sales-driven professional with strong leadership abilities. You will be responsible for leading the customer experience strategy, driving client satisfaction, and ensuring consistent and effective customer support operations.


Key Responsibilities:


  • Lead and manage a team of customer support professionals to deliver high-quality service experiences.
  • Foster strong client relationships by ensuring customer needs are met promptly and effectively.
  • Act as the key point of contact for escalations and complex customer issues.
  • Monitor KPIs and implement strategies to improve customer satisfaction and retention.
  • Collaborate with sales and marketing teams to identify growth opportunities and cross-sell/upsell services.
  • Drive initiatives to improve customer onboarding, engagement, and lifecycle success.
  • Train, mentor, and coach team members to continuously enhance performance and customer handling skills.
  • Analyze customer feedback and generate actionable insights to improve service delivery.


Requirements:


  • Fluent in English, with excellent verbal and written communication skills.
  • Minimum of 5 years of experience in customer support, client relationship management, and sales.
  • Proven experience in leading customer service teams with a focus on service excellence.
  • Strong sales orientation with a proactive approach to identifying customer needs and delivering solutions.
  • Demonstrated ability to resolve issues quickly while maintaining a high level of customer satisfaction.
  • Tech-savvy and comfortable working with CRM tools, ticketing systems, and communication platforms.
  • A positive, collaborative attitude with the ability to work in a dynamic, fast-paced environment.


Preferred Qualifications:


  • Experience working with US-based clients or in international customer support environments.
  • Bachelor’s degree in Business, Marketing, Communications, or a related field.


Note: This role requires working hours that overlap with both Nepal and US time zones to ensure seamless communication with the global team and clients.

This job has been expired on 2025-06-01
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