Customer Service Lead (CX Lead)

About the role

Global IT Career is looking for a Customer Service Lead (CX Lead) to drive the customer experience strategy for a US‑based client. This remote position, based in Kathmandu, requires a customer‑centric, sales‑driven professional with strong leadership abilities to ensure consistent and effective 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.

Required profile

• Fluent in English with excellent verbal and written communication skills.
• Minimum 4 years of experience in customer support, client relationship management, and sales.
• Proven experience leading customer service teams with a focus on service excellence.
• Strong sales orientation and proactive approach to identifying customer needs.
• Demonstrated ability to resolve issues quickly while maintaining high customer satisfaction.
• Positive, collaborative attitude and ability to work in a dynamic, fast‑paced environment.

Required skills

• Experience with CRM tools.
• Familiarity with ticketing systems.
• Proficiency in communication platforms.