Team Lead

Net Impact Solutions; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Net Impact Solutions in Noida (Sector 62) is seeking a Team Leader for Telecom Social Media Escalations. You will lead a team handling escalated social media complaints, ensure timely resolution within defined SLAs, and align responses with our brand voice across platforms.

The role requires a graduate with strong written and verbal communication skills, and at least 3 years in a supervisory or team-lead capacity, plus experience in customer service or social media management.

Job description

We are hiring a Team Leader for our Telecom process for Social Media Escalations LOB.

Position - Manager - ORM

Role - Team Leader

Location - Noida, Sector - 62

Working days - 5 Days a week (Rotational shifts and offs)

Required Skills & Qualifications

• Must be a graduate.
• 57 years of experience in customer service, social media management, or escalations handling.
• Minimum 3 experiences in team leadership or supervisory role.
• Strong understanding of major social media platforms (e.g., Twitter/X, Facebook, Instagram).
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict resolution abilities.

Job Role

• Lead, mentor, and manage a team handling escalated social media complaints and crises.
• Ensure all escalations are resolved within defined SLAs and quality standards.
• Review team responses to ensure tone, accuracy, and brand alignment.
• Track, analyze, and report escalation trends and team performance metrics.
• Drive continuous improvement through feedback, coaching, and process enhancements.

Key Competencies

• Leadership & Team Management
• Crisis Handling & Decision Making
• Customer-Centric Mindset
• Attention to Detail