Service Team Lead

People Group; Ahmedabad District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Shaadi.com seeks a Service Team Lead to guide a team of Customer Service Associates, ensuring exceptional member support across voice and WhatsApp channels. You will drive adherence to SLAs, coach staff, and manage escalations with empathy and brand tone.

You will coordinate with Trust & Safety, Product, Sales, and Tech teams to resolve issues, improve processes, and deliver reliable, secure matchmaking experiences.

Qualifications

• 4-7 years of experience in Customer Service with 2+ years in a team lead role.
• Strong communication skills and empathy in high-emotion contexts.

Responsibilities

• Lead, coach, and motivate a team of CSAs; conduct regular performance reviews.
• Manage SLAs, rostering, shift planning, and workload balance.
• Handle escalations related to profile verification, privacy, payments, and account issues.
• Collaborate with Trust & Safety, Product, Sales, and Technical Support to resolve issues.

Skills

Team leadership

Communication

Data-driven

EScalations handling

Excel/Google Sheets

Conflict management

Tools

Freshdesk

Zendesk

Salesforce

Job description

Service Team Lead Job Description

Role Overview

As a Service Team Lead at Shaadi.com, you will lead a team responsible for delivering outstanding customer experience to members seeking trusted, safe, and smooth matchmaking services. Your role ensures that users, whether free or premium, receive timely support, guidance, and issue resolution across voice and WhatsApp channels.

Key Responsibilities

1. Team Leadership & Performance

• Lead, coach, and motivate a team of Customer Service Associates (CSAs).
• Conduct daily huddles, weekly 1:1s, and monthly performance reviews.
• Ensure team adherence to SLAs: response time, resolution time, CSAT, NPS, and quality scores.
• Manage roster, attendance, shift planning, and workload balancing.

2. Customer Support Excellence

• Handle escalations (profile verification, privacy issues, payment disputes, match recommendations, account misuse, etc.).
• Monitor quality of conversations to ensure empathy, accuracy, and brand tone.
• Ensure that customer problems such as account recovery, premium activation, privacy controls, and match suggestions are resolved quickly.

3. Operational Excellence

• Drive productivity and efficiency in support processes.
• Report daily/weekly performance dashboards with insights and action items.
• Identify process breakdowns and recommend improvements (e.g., reducing repeat tickets, enhancing FAQ content).
• Collaborate with internal teams:
• Trust & Safety for profile authenticity
• Product for feature issues
• Sales / Telesales for premium upsell support
• Technical Support for bugs and outages

4. User Safety & Trust

• Ensure strict compliance with Shaadi.com’s privacy and safety guidelines.
• Oversee fast action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
• Train team on safe communication guidelines relevant to matrimonial platforms.

5. Training & Quality

• Conduct regular training on new features (e.g., Shaadi Meet, Filters, Privacy Settings).
• Audit chats/calls/emails for quality and service adherence.
• Maintain team knowledgebase and SOP documentation.

Required Skills & Competencies

Must-Have

• 4-7 years of experience in Customer Service; 2+ years in a team lead role.
• Strong communication skills.
• Experience handling escalations in high-emotion contexts (matrimonial, matchmaking, dating, or customer-first industries).
• Data-driven mindset with familiarity in Excel/Google Sheets/dashboard tools.
• Ability to manage conflict and support customers with empathy.

Good-to-Have

• Experience in internet/consumer tech companies.
• Prior experience in matrimonial/dating/e-commerce apps.
• Understanding of CRM tools (Freshdesk, Zendesk, Salesforce, etc.).

Key KPIs / Metrics

You will be measured on:

• CSAT / NPS improvement
• First Response Time
• First Contact Resolution
• Escalation handling turnaround
• Quality audit scores
• Team attendance & productivity compliance

Growth Path

• Service Manager
• Quality & Training Manager
• Trust & Safety Lead
• Operations Manager
• Customer Success Lead

Role Type

• Full-time
• On-site (depending on Shaadi.com’s city office)
• Rotational shifts may apply (since users engage across India & global time zones)