Team Lead - Counsellor (Night Shift)

Astrotalk; Dadri; On-site; INR 600,000 - 800,000; Full time

Job summary

Astrotalk is seeking a Night Shift Team Lead Counsellor to oversee a team of counsellors in a 10 PM to 7 AM, Mon-Sat office setting. You will coach, review conversations and guide staff to help users gain insights while maintaining confidentiality.

You will also track KPIs and ensure quality across US, UK, Canada and Australia market segments. The role requires 2–4 years in counselling or similar fields with leadership experience, excellent English, and strong people-management skills.

Qualifications

• 2–4 years of counselling or similar role, including at least 1 year leading a team.
• Excellent written and verbal English, with a warm, natural conversational tone.
• Strong coaching, feedback and people-management skills.
• High emotional intelligence and sound judgment on sensitive conversations.
• Comfortable with performance dashboards and reporting.
• A degree in Psychology or a related field is a plus, not mandatory.

Responsibilities

• Lead, mentor and motivate a team of Counsellors, with daily huddles and regular one-on-ones.
• Review live and recorded conversations. Give specific feedback on rapport-building, active and reflective listening, and open-ended questioning.
• Make sure Counsellors guide users toward their own insights instead of giving direct advice.
• Track team KPIs such as user ratings, conversation quality scores, repeat users, attendance and productivity. Report on them regularly.
• Handle escalations and sensitive cases with empathy, and enforce strict user confidentiality.
• Help Counsellors adapt their tone to users across the US, UK, Canada and Australia.
• Manage shift schedules, adherence and attendance.
• Onboard and train new Counsellors, and run refresher sessions based on quality gaps.
• Spot and address burnout and emotional fatigue in the team.
• Work with Quality, Operations and Product teams to improve processes.

Skills

Coaching

Feedback

People management

Emotional intelligence

English communication

Reporting

Education

Psychology degree (preferred)

Job description

Shift: 10 PM to 7 AM (Mon - Sat 6 Days Work From Office)

Salary: ₹6 LPA + up to ₹2 LPA performance-based incentive

About the Role

Lumus is Astrotalk's platform for users in the USA, UK, Canada and Australia. Our Counsellors hold supportive one-on-one conversations that help people feel heard and gain clarity in relationships, personal growth and life decisions. As Team Lead, you will coach and lead a team of Counsellors, protect the quality of every conversation, and help the team hit its performance goals.

Key Responsibilities

• Lead, mentor and motivate a team of Counsellors, with daily huddles and regular one-on-ones.
• Review live and recorded conversations. Give specific feedback on rapport-building, active and reflective listening, and open-ended questioning.
• Make sure Counsellors guide users toward their own insights instead of giving direct advice.
• Track team KPIs such as user ratings, conversation quality scores, repeat users, attendance and productivity. Report on them regularly.
• Handle escalations and sensitive cases with empathy, and enforce strict user confidentiality.
• Help Counsellors adapt their tone to users across the US, UK, Canada and Australia.
• Manage shift schedules, adherence and attendance.
• Onboard and train new Counsellors, and run refresher sessions based on quality gaps.
• Spot and address burnout and emotional fatigue in the team.
• Work with Quality, Operations and Product teams to improve processes.

Requirements

• 2-4 years of experience in counselling, customer support or a similar conversation-heavy role, including at least 1 year leading a team.
• Excellent written and verbal English, with a warm, natural conversational tone.
• Strong coaching, feedback and people-management skills.
• High emotional intelligence and sound judgment on sensitive conversations.
• Comfortable with performance dashboards and reporting.
• A degree in Psychology or a related field is a plus, not mandatory.