Team Lead CRM

About the role

**Job Description**

**Role: Team Lead – CRM (Client Relationship Management)**

**Role Type:** Full\-time**Location:** Raipur

**Role Summary**

As a **Team Lead – CRM**, you will be responsible for leading a team of Client Delight Executives to ensure exceptional customer experience throughout the client lifecycle. You will drive team performance, monitor service quality, manage escalations, and collaborate with cross\-functional teams to improve customer satisfaction, retention, and operational efficiency. You will also act as the first point of contact for team guidance, coaching, and performance management.

**Roles \& Responsibilities**

· Lead, mentor, and manage a team of Client Delight Executives to achieve individual and team KPIs.

· Monitor daily team performance, productivity, and service quality to ensure SLA adherence.

· Conduct regular coaching sessions, performance reviews, and one\-on\-one meetings to drive continuous improvement.

· Handle critical customer escalations and ensure timely resolution while maintaining high customer satisfaction.

· Monitor renewal performance and support the team in achieving renewal and retention targets.

· Review customer interactions and provide constructive feedback to improve communication and service quality.

· Collaborate with Sales, Operations, Product, and Support teams to resolve customer issues efficiently.

· Identify process gaps and recommend improvements to enhance customer experience and operational efficiency.

· Prepare daily, weekly, and monthly MIS reports on team performance, customer satisfaction, and operational metrics.

· Ensure adherence to company policies, CRM processes, and quality standards.

· Conduct onboarding and training sessions for new team members.

· Foster a positive, collaborative, and performance\-driven team culture.

**Requirements**

· Bachelor’s degree in business, Marketing, or a related field.

· **2–5 years** of experience in Customer Success, Client Relationship Management, Customer Support, or Account Management.

· **Minimum 1 year of experience leading or mentoring a team** is preferred.

· Excellent leadership, communication, and interpersonal skills.

· Strong analytical, problem\-solving, and decision\-making abilities.

· Experience working with CRM tools and customer service metrics.

· Ability to manage multiple priorities in a fast\-paced environment.

· Strong stakeholder management and conflict resolution skills.

**About MyGate**

Sparked by the idea that technology can make security more effective, MyGate began its journey in early 2016\. The idea swelled into a product of many innovations that, in addition to a stronger security protocol, solves many of everyday life's challenges. Today, MyGate continues to build technology that enhances community living.

**Key Highlights**

· Large Market Opportunity

· High Product Demand

· Well\-Funded Startup

**MyGate Values**

**Innovation \| Speed \| Excellence \| Client Centricity \| Confidentiality**

This version reflects a genuine **Team Lead** role rather than a senior executive position by emphasizing **people management, coaching, performance ownership, escalations, reporting, and cross\-functional collaboration** while retaining the CRM domain.

Pay: ₹19,000\.00 \- ₹23,000\.00 per month

Benefits:

* Cell phone reimbursement * Commuter assistance * Flexible schedule * Health insurance * Internet reimbursement * Leave encashment * Paid sick time * Paid time off * Provident Fund

Work Location: In person