Team Lead- Operations

RHUB Pay Service Private Limited; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

RHUB Pay Service Private Limited invites an experienced Team Lead to mentor a customer support group, resolve complex escalations, and maintain adherence to SLAs. The role focuses on quality monitoring, training, and cross-functional coordination to ensure timely and accurate responses.

The ideal candidate brings 6–8 years in customer service with leadership experience, strong communication skills, and a track record in process improvement within fintech or financial services contexts.

Qualifications

• Bachelor's degree required; postgraduate degree is an advantage.
• 6-8 years in customer service, with at least 12 years in a team-lead or supervisory role.
• Strong written and verbal communication skills.
• Excellent customer handling and escalation management abilities.
• Proven leadership and team management skills.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Lead, manage, and mentor a team against customer queries.
• Handle and resolve complex customer complaints and escalations.
• Ensure queries addressed within defined TAT and SLA.
• Monitor calls, emails, chats, and other interactions for quality and accuracy.
• Identify knowledge gaps and arrange training for team members.
• Prepare and share regular performance reports.
• Coordinate with internal teams for issue resolution.
• Track recurring issues and suggest process improvements.
• Ensure adherence to policies, SOPs, and customer service guidelines.
• Maintain documentation of complaints, escalations, and resolutions.
• Support workforce planning and task allocation within the team.
• Assist management in improving customer support processes.
• Foster a professional, customer-focused, and positive team environment.

Skills

Leadership

Team management

Communication

Escalation handling

Reporting & analytics

MS Excel

CRM tools

Process improvement

Education

Bachelor's degree

Postgraduate degree (advantage)

Tools

CRM software

MS Excel

Google Sheets

Job description

Role & responsibilities

• Lead, manage, and mentor a team against customer queries.
• Handle and resolve complex customer complaints and escalations.
• Ensure customer queries are addressed within defined TAT and SLA.
• Monitor calls, emails, chats, and other customer interactions for quality and accuracy.
• Identify knowledge gaps and arrange training/coaching for team members.
• Prepare and share daily/weekly/monthly reports on team performance and customer issues.
• Coordinate with Operations, Compliance, Finance, Technology, and other internal teams for issue resolution.
• Track recurring customer issues and recommend process improvements.
• Ensure the team follows company policies, SOPs, and customer service guidelines.
• Maintain proper documentation of complaints, escalations, and resolutions.
• Support workforce planning and allocation of tasks within the team.
• Assist management in developing and improving customer support processes.
• Ensure a professional, customer-focused, and positive team environment.

Preferred candidate profile

• Bachelor's degree in any discipline, post- graduation degree an added advantage.
• 6-8 years of experience in customer service/customer support, preferably with at least 12 years in a team-lead or supervisory role.
• Strong communication skills, both written and verbal.
• Excellent customer handling and escalation management skills.
• Strong leadership and team management abilities.
• Good problem-solving and decision-making skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical and reporting skills.
• Good knowledge of MS Excel/Google Sheets and customer support tools/CRM.
• Experience in fintech, payments, banking, remittances, or financial services will be an advantage.