Experience Support Lead

About the role

The Experience Support Lead works closely with the Customer Experience and Sales teams to boost customer satisfaction across Jazz franchises in the assigned region. Reporting to the Experience Support Manager, this role focuses on improving franchise‑level service quality and driving operational excellence.

Key responsibilities

• Manage monthly Customer Experience KPIs and develop roadmaps for franchise development.
• Audit and optimise customer journeys at franchise sites to simplify processes.
• Organise training sessions for franchise staff to strengthen service excellence.
• Ensure proper access controls and compliance for franchise systems.
• Monitor, manage and close customer service cases while maintaining service‑level agreements.
• Provide stakeholders with visibility on franchise performance, trends and customer pulse insights.
• Collaborate with franchise owners, CCRs and Area Managers, conduct regular visits and support profitability initiatives.

Required profile

• Professional experience in managing customers and resolving service concerns.
• Proven track record in end‑to‑end query resolution and coordination.
• Strong knowledge of telecom products and hands‑on experience with customer management systems.
• Analytical mindset with ability to identify improvement areas.
• Stakeholder‑management and leadership aptitude.
• Excellent communication, interpersonal and relationship‑management skills.

Required skills

• MS Excel

What we offer

• Opportunity to work for a leading telecom brand committed to diversity and continuous learning.
• Competitive benefits and a supportive professional culture.