Service Team Lead

People, Jobs, and News; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

People, Jobs, and News is seeking an experienced Service Team Lead to direct a customer service team across voice and chat channels. You will coach team members, run daily huddles, manage performance dashboards, and handle escalations with a focus on CSAT and NPS targets.

The role emphasizes coaching, process optimization, and cross-functional collaboration with Product, Sales, and Technical Support to ensure top-notch customer experience.

Qualifications

• 4–7 years in Customer Service / Support with at least 2 years in a Team Lead role.
• Strong verbal and written communication skills.
• Proven experience in team handling, escalations, SLA management, and monitoring.
• Good knowledge of CSAT, NPS, FCR, response time, quality scores, and productivity metrics.
• Experience with CRM/customer support tools like Freshdesk, Zendesk or Salesforce is a plus.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates.
• Conduct daily huddles, 1:1s, performance reviews, and feedback sessions.
• Monitor and achieve CSAT, NPS, response time, resolution time, FCR, and quality scores.
• Manage rosters, attendance, shift planning, and workload allocation.
• Handle complex escalations and ensure timely resolution.
• Monitor calls/chats for service quality, empathy, accuracy, and process adherence.
• Drive productivity and operational efficiency.
• Prepare and review daily/weekly dashboards and identify improvements.
• Identify process gaps and coordinate with Product, Sales, Tech Support, and Trust & Safety.
• Ensure privacy, safety, and communication guideline compliance.

Skills

Team Leadership

Customer Service

SLA Management

Performance Monitoring

Excel/Google Sheets

Effective Communication

Empathy

CRM Tools

Freshdesk

Zendesk

Salesforce

Tools

Freshdesk

Zendesk

Salesforce

Job description

Job Description:

Role Overview

We are looking for an experienced Service Team Lead to lead a customer service team and ensure excellent customer experience across voice and WhatsApp support channels. The role will be responsible for team performance, escalations, service quality, operational efficiency, and adherence to customer service standards.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates.
• Conduct daily huddles, 1:1s, performance reviews, and regular feedback sessions.
• Monitor and achieve key service metrics including CSAT, NPS, response time, resolution time, FCR, and quality scores.
• Manage team rosters, attendance, shift planning, and workload allocation.
• Handle complex customer escalations and ensure timely resolution.
• Monitor calls/chats for service quality, empathy, accuracy, and process adherence.
• Drive team productivity and operational efficiency.
• Prepare and review daily/weekly performance dashboards and identify improvement areas.
• Identify process gaps and recommend solutions to reduce repeat queries and improve resolution.
• Coordinate with internal teams such as Product, Sales, Technical Support, and Trust & Safety for issue resolution.
• Ensure compliance with customer privacy, safety, and communication guidelines.
• Conduct training on processes, products, features, and SOPs.
• Conduct quality audits and maintain team knowledge base and process documentation.

Mandatory Skills & Competencies

• 4-7 years of experience in Customer Service / Customer Support, with at least 2 years in a Team Lead role.
• Strong verbal and written communication skills.
• Proven experience in team handling, customer escalations, SLA management, and performance monitoring.
• Strong understanding of CSAT, NPS, FCR, response time, quality scores, and productivity metrics.
• Experience handling high-emotion or sensitive customer interactions with empathy and professionalism.
• Good knowledge of Excel/Google Sheets and performance dashboards.
• Strong problem-solving, conflict management, coaching, and people-management skills.
• Experience with CRM/customer support tools such as Freshdesk, Zendesk, Salesforce, or similar platforms will be an advantage.
• Experience in internet/consumer technology, e-commerce, matchmaking, dating, or other customer-first businesses is preferred.

Key Performance Indicators

• CSAT / NPS
• First Response Time
• First Contact Resolution
• Escalation Turnaround Time
• Quality Audit Scores
• Team Productivity
• Attendance & SLA Compliance
• Customer Experience & Resolution Quality

Skills: customer service,csat,productivity