IN Lead- Customer Success (Mumbai and Gurugram)

Sporty Group; London; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Team Lead to supervise and inspire a group of customer service agents. This role emphasizes effective coaching, performance monitoring, and communication to ensure exceptional service delivery. With a focus on innovation and teamwork, you will be part of a global organization that values flexibility and results. Join a talented team where your contributions directly impact the success of a cutting-edge platform that serves millions worldwide. If you are passionate about leading teams and driving performance in a vibrant environment, this opportunity is perfect for you.

Benefits

Annual Performance Bonus

Night Shift Allowance

Overtime Payment

Referral Hire Bonus

Health and Life Insurance

IT Asset provided

Paid leaves of 21 days

Team fun activities

Quarterly Team Outings

Qualifications

• Minimum 5 years in customer service, with 1 year in a supervisory role.
• Experience managing teams of 15+ agents.

Responsibilities

• Supervise agents and monitor performance to meet KPIs.
• Provide coaching and handle escalations effectively.

Skills

Customer Service Management

Coaching and Mentoring

Communication Skills

Team Leadership

Performance Monitoring

Education

Graduation

Job description

Who We Are

Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.

The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.

We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.

As a Team Lead, you will:

• Supervise a group of agents and monitor their work performance.
• Provide effective coaching to ensure service delivery meets KPIs.
• Handle escalations and conduct team meetings to facilitate communication and team activities.
• Stay up-to-date with internal processes and policies.

Responsibilities:

• Responsible for the day-to-day supervision of a group of agents.
• Work monitoring as per organisation policy.
• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.
• Identify performance-related issues, develop an action plan for improvement and implement corrective actions.
• Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’).
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalations as needed.
• Conduct team meetings and briefings to ensure expedient communication of relevant information.
• Schedule and organise team activities.
• Stay current on internal work processes, policies and procedures.

Requirements:

• Educational Qualification: Graduation.
• At least 5 years of working experience in a customer service environment of which 1 year must have been in a supervisor role.
• Hands-on experience with managing a team of +15 agents.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong oral and written communication skills.
• Ability to lead team members, multi-task, prioritize and meet timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Benefits:

• Annual Performance Bonus.
• Night Shift Allowance.
• Overtime Payment.
• Referral Hire Bonus.
• Health and Life Insurance.
• IT Asset provided.
• 5 days working.
• Paid leaves of 21 days (excluding 12 public holidays).
• Team fun activities.
• Quarterly Team Outings.
• Highly talented, dependable co-workers in a global, multicultural organization.
• Our teams are small enough for you to be impactful.
• Our business is globally established and successful, offering stability and security to our Team Members.

Our Mission

Our mission is to be an everyday entertainment platform for everyone.

Our Operating Principles:

• Create Value for Users.
• Act in the Long-Term Interests of Sporty.
• Focus on Product Improvements & Innovation.
• Be Responsible.
• Preserve Integrity & Honesty.
• Respect Confidentiality & Privacy.
• Ensure Stability, Security & Scalability.
• Work Hard with Passion & Pride.

Interview Process:

• On-site 30 min Aptitude Test.
• On-site screening with our Talent Acquisition Team.
• On-site 20 min writing test.
• On-site interview loop with 2 x CS Team Members (30 mins each).
• Followed by an offer discussion on the same day.

Working at Sporty:

The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally, employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.

As we are a highly structured and established company, we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.