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Customer Experience Team Lead

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

About Klook

We are a global travel experiences platform that aims to bring people closer together through shared adventures.

Founded in 2014, our company has grown into a team of over 1,500 employees based in 20+ locations worldwide.

We're passionate about curating memorable experiences for travelers and empowering them to explore the world with confidence.

Our Mission

To deliver exceptional customer experiences and inspire a love for travel that spans generations.

The Role

We're seeking an experienced Team Lead to join our Customer Experience team. As a Team Lead, you'll be responsible for leading a diverse team of customer support professionals, ensuring they have the tools and resources needed to excel in their roles.

Your Key Responsibilities

  1. Lead a high-performing team to deliver exceptional customer experiences across all touchpoints.
  2. Develop and implement strategies to improve team performance, productivity, and efficiency.
  3. Collaborate with cross-functional teams to drive business growth and identify opportunities for improvement.
  4. Coach and mentor team members to enhance their skills and knowledge, promoting career development and advancement.
  5. Analyze data and metrics to inform decision-making, drive process improvements, and optimize team performance.
  6. Promote a culture of continuous learning, innovation, and excellence within the team.

What You'll Need

  1. A minimum of 3-5 years of experience in a leadership role, preferably in a customer-facing environment.
  2. Excellent communication, interpersonal, and leadership skills.
  3. Ability to analyze complex data sets and develop actionable insights.
  4. Strong problem-solving and decision-making abilities.
  5. Experience with project management tools and methodologies (e.g., Agile, Scrum).

Why Join Us?

Klook is committed to creating a workplace that's inclusive, supportive, and empowering. We believe in fostering a culture that encourages collaboration, creativity, and growth. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we'd love to hear from you