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.

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.

Who we are looking for

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 and benefits

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.