Team Lead - Customer Delight

  • Customer Service
  • Gurgaon, India

Team Lead - Customer Delight

Job description

Zomato’s mission to ensure nobody has a bad meal. We do this by helping people discover great places to eat around them and building amazing experiences around dining. Starting with information for over 1 million restaurants (and counting) globally, we're making dining smoother and more enjoyable. 

Restaurants improve their discoverability through Zomato’s hyperlocal advertising platform - currently this forms a large part of Zomato’s revenue. Over the last 2 years Zomato’s Online Ordering business has matured and become the engine for our growth. At the very core of this business is great user experience, creating cutting-edge technology to connect restaurant businesses and customers in ways that will revolutionize the restaurant industry.

About the Role

Our Customer Delight team is responsible for driving user experience on our platform and helping the users with any queries or concerns they have by providing quick updates on their issues and getting our hands dirty in resolving them. Customer centricity and the intent to help a user and the willingness to get hands dirty, to motivate your team to give their best daily and solve problems which don’t always have easy solutions.

Who are we looking for?

The right person for the role would be:

  • Committed to growing and developing a culture of delivering wow experience to our users. At Zomato we love solving problems – and you have to be passionate about solving.
  • Taking ownership of the team. Supervise your team’s interactions with users on various mediums and ensure that the team is primed to resolve problems at first contact. Constantly work towards improving the KPIs of the team including quality and efficiency. As a role model for your team you have to demonstrate the zeal that they will imbibe.
  • A problem solver. You should have the ability analyze problems, the creativity to come up with solutions, which are not heavily resource dependent, and a commitment to execute ferociously.


What you would need?

  • Must have graduate degree with at least 3-4 years of work experience
  • Excellent communication skills – verbal and written
  • Prior experience in handling a team
  • Good analytical skills to crunch, read and draw insights from data. Proficiency in excel will be an added advantage.
  • Prior experience in operations will be helpful
  • A positive outlook, a get hands dirty attitude and a dollops of empathy and calmness under pressure!