Senior Executive

ABOUT THE ROLE EXL is a global leader in data-driven business solutions, delivering high‑impact services across finance, insurance, and technology. As a Senior Executive, you will play a pivotal role in our Customer Success team, ensuring that every client interaction is handled with precision, empathy, and a commitment to excellence. You will lead a high‑performing group of customer service professionals, shaping processes that drive customer satisfaction, retention, and growth. Your strategic oversight will help translate client feedback into actionable improvements, reinforcing EXL’s reputation for outstanding service delivery. WHAT YOU'LL DO You will manage a team of customer support specialists, setting performance standards and coaching them to achieve key metrics such as first‑reply time, resolution rate, and customer satisfaction scores. You will review escalated email tickets, diagnose complex issues, and collaborate with cross‑functional teams—engineering, product, and operations—to implement solutions that enhance the customer experience. You will analyze support data, identify trends, and develop initiatives that reduce repeat inquiries and improve knowledge‑base content. Your role will involve creating and maintaining SOPs, training materials, and best‑practice guides that empower your team to handle inquiries efficiently. You will also represent the Customer Success function in executive meetings, providing insights on service quality, resource planning, and strategic opportunities for upsell or cross‑sell. WHAT YOU'LL NEED A minimum of eight years of progressive experience in customer support or client‑facing roles, with at least three years in a leadership capacity. Demonstrated success in managing remote or distributed teams, using collaboration tools and performance dashboards to drive results. Strong analytical skills, with the ability to interpret data, identify root causes, and recommend process improvements. Excellent written and verbal communication, capable of translating technical details into clear, concise email responses. Proven ability to mentor and develop talent, fostering a culture of continuous learning and high engagement. Familiarity with CRM platforms such as Salesforce or Zendesk, and proficiency in using analytics tools like Tableau or Power BI, is highly desirable. WHY REMOTE EXL embraces a fully distributed workforce, recognizing that talent is global and that flexibility fuels productivity. Our remote culture is built on asynchronous communication, allowing team members to collaborate across time zones without sacrificing collaboration or cohesion. You will have the freedom to design your workday around personal commitments while still participating in regular virtual stand‑ups, strategy sessions, and informal knowledge‑sharing forums. The company supports a flexible schedule, encouraging employees to balance professional responsibilities with personal life, which has been shown to increase engagement and reduce turnover. BENEFITS Competitive health, dental, and vision coverage for you and your dependents. Generous paid time off, including vacation, sick leave, and personal days, with a flexible PTO policy that respects your work‑life balance. A monthly remote‑work stipend to cover home‑office equipment, internet, and utilities. A dedicated learning budget for courses, certifications, and conferences that support your career growth. Access to a comprehensive wellness program, including virtual fitness classes, mental health resources, and employee assistance. EXL also offers a 401(k) plan with company match, life and disability insurance, and a range of employee‑focused initiatives that foster community and inclusion.