Service Team Lead (International) - Night Shift

StaffAnchor Talent Solutions; Thane; On-site; INR 650,000 - 850,000; Full time

Job summary

StaffAnchor Talent Solutions is seeking a Service Team Lead for a leading consumer internet brand. You will lead a team of Customer Service Associates, ensuring top-tier support across voice and WhatsApp channels and coordinating with Trust & Safety, Product, and Sales.

Requirements include 5-8 years in customer service and at least 2 years in a team-lead role. The role is on-site in Mumbai/Thane with weekend work and 5-day weeks. Salary range ₹6.5–8.5 LPA.

Qualifications

• 5-8 years of experience in Customer Service, with a minimum of 2 years in a team lead role.
• Strong communication and interpersonal skills, with a proven ability to manage conflict and support customers empathetically.
• Experience handling escalations in high-emotion contexts such as matrimonial, matchmaking, dating, or customer-centric industries.
• Experience working with Excel/Google Sheets and dashboard tools for performance tracking.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates, conducting regular performance reviews and ensuring team adherence to key SLAs.
• Manage team operations including roster, attendance, shift planning, and workload balancing to optimize productivity.
• Handle customer escalations related to profile verification, privacy, payment disputes, and account misuse with empathy.
• Monitor conversation quality to ensure accurate, empathetic interactions that align with brand tone and communication guidelines.
• Drive improvements in support processes by identifying breakdowns, reducing repeat tickets, and enhancing FAQ content.
• Collaborate with internal teams such as Trust & Safety, Product, Sales, and Technical Support to resolve customer issues effectively.
• Oversee swift action on reports of abusive profiles, harassment, fraud, and misuse to maintain user safety and trust.
• Conduct regular training sessions for the team on new features and service standards, auditing interactions for quality and adherence.

Skills

Communication skills

Interpersonal skills

Data-driven mindset

Excel/Google Sheets

Dashboard tools

Tools

Freshdesk

Zendesk

Salesforce

Job description

StaffAnchor is mandated to hire a Service Team Lead for a leading Consumer Internet brand, responsible for delivering exceptional customer experiences and guiding a team to provide timely support and issue resolution across voice and WhatsApp channels.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates, conducting regular performance reviews and ensuring team adherence to key SLAs.
• Manage team operations including roster, attendance, shift planning, and workload balancing to optimize productivity.
• Handle customer escalations related to profile verification, privacy, payment disputes, and account misuse with empathy and efficiency.
• Monitor conversation quality to ensure accurate, empathetic interactions that align with brand tone and communication guidelines.
• Drive improvements in support processes by identifying breakdowns, reducing repeat tickets, and enhancing FAQ content.
• Collaborate with internal teams such as Trust & Safety, Product, Sales, and Technical Support to resolve customer issues effectively.
• Oversee swift action on reports of abusive profiles, harassment, fraud, and misuse to maintain user safety and trust.
• Conduct regular training sessions for the team on new features and service standards, auditing interactions for quality and adherence.

Candidate Profile

• Possess 5-8 years of experience in Customer Service, with a minimum of 2 years in a team lead role.
• Demonstrate strong communication and interpersonal skills, with a proven ability to manage conflict and support customers empathetically.
• Have experience handling escalations in high-emotion contexts such as matrimonial, matchmaking, dating, or customer-centric industries.
• Exhibit a data-driven mindset, with familiarity in using Excel/Google Sheets and dashboard tools for performance tracking.
• Experience working within internet or consumer tech companies is advantageous.
• Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce is a plus.
• Compensation budget for this role ranges from ₹6.5 to ₹8.5 LPA.
• The role is full-time and based on-site in Mumbai or Thane.
• Rotational shifts may be a requirement due to the global user base and engagement patterns.
• 5 days working with mandatory weekend working