Ocean Customer Experience Team Lead - US

The Team Leader is responsible for leading a team of Customer Experience Associates supporting Ocean customers in the US market through email and chat channels. The role is accountable for driving operational excellence, customer satisfaction, service delivery, productivity, quality, and people development while ensuring adherence to process governance and customer commitments.
The Team Leader acts as the first line of leadership, enabling the team to deliver an exceptional customer experience while continuously improving operational performance and employee engagement.

Experience & Shift Requirements

• Minimum 10 years of overall professional experience, preferably with a strong background in an International BPO / Customer Experience environment.

• Prior experience in handling international customers and global processes will be preferred.

• Candidates should have excellent communication, customer handling, and stakeholder management skills.

• Must be comfortable working in the US shift: 6:30 PM to 3:30 AM IST.

• Candidates should be flexible to work in a fast-paced, customer-centric environment and support business requirements.

Team Management & Leadership

• Lead and manage a team of 12-20 customer experience associates.

• Conduct regular team huddles, coaching sessions, skip-level discussions, and performance reviews.

• Drive employee engagement, motivation, and retention initiatives.

• Foster a culture of accountability, collaboration, continuous learning, and psychological safety.

• Support talent development and succession planning within the team.

Operational Excellence

• Ensure achievement of key service delivery metrics and customer commitments.

• Monitor daily productivity, workload balancing, queue management, and task allocation.

• Manage service recovery and escalation handling for customer-critical issues.

• Ensure compliance with established SOPs, work instructions, and governance standards.

• Drive process stabilization and support business continuity requirements.

Customer Experience Management

• Deliver exceptional customer support through effective case management and timely resolution.

• Drive improvements in customer satisfaction and customer experience metrics.

• Partner with stakeholders to address recurring customer pain points.

• Ensure effective handling of customer queries related to bookings, documentation, shipment milestones, invoicing, and logistics exceptions.

Performance Management

• Monitor and improve team performance against KPIs including:

  • Customer Satisfaction (CSAT)

  • First Contact Resolution (FCR)

  • Closed Resolved Rate

  • Turnaround Time (TAT)

  • Productivity

  • Schedule Adherence

  • Quality Scores

• Conduct root cause analysis for performance gaps and implement corrective action plans.

• Create and execute performance improvement plans where required.

Stakeholder Management

• Act as the key contact between operations, support functions, and business stakeholders.

• Communicate operational updates, risks, customer escalations, and business impacts effectively.

• Build strong relationships with internal and external stakeholders.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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