Company Profile SuperBottoms is on a solid growth trajectory operating at a healthy run rate with plans to achieve EBITDA positivity in the next fiscal year Originally a cloth diaper company we ve evolved into a full kids bottomwear brand offering diapers underwear joggers and more Our vision is to become the pioneer of kids bottomwear a one-stop destination for functional stylish and comfortable essentials As a category-creating brand we thrive on innovation and offer an exciting dynamic workplace for those who love experimentation and solving real-world challenges Website www superbottoms com Job Title Team Leader - Customer Support Quality Location Must be from Mumbai hybrid work About the Role We re looking for a passionate and driven individual to lead our MomsConnect Customer Support Team As a Team Leader you ll play a key role in ensuring excellent customer experiences maintaining high team performance and fostering a culture of open communication and continuous learning This role is perfect for someone who thrives in dynamic environments and is excited to make an impact Experience Required 2-3 years of experience as a Team Leader Quality in Voice Non-Voice Customer Service Hands-on experience in managing key metrics like Attrition Shrinkage and SLA adherence Work Schedule 5 days a week 6 days during training period Rotational Shifts with Weekly Rotational Offs Key Responsibilities Lead mentor and support your team to deliver excellent customer service Monitor team performance on a daily basis and ensure KPIs and SLAs are consistently met Conduct regular call chat email audits and provide actionable feedback Oversee customer feedback management and resolution of escalations Ensure processes are followed and continuously improved Create review and update SOPs and Knowledge Base documents Coordinate with internal teams and external stakeholders for smoother workflows Drive engagement and keep team morale high Train team members and ensure they are equipped with functional knowledge Provide regular performance reports and updates to management Skills Required Excellent analytical skills for call and chat process reviews Strong command of Excel pivot tables lookups dashboards preferred High level of ownership and adaptability to startup dynamics A genuine interest and enthusiasm for our products and customer community Applications can be shared at lisha k superbottoms com Job Type Full-time Pay 400 000 00 - 600 000 00 per year Benefits Flexible schedule Health insurance Provident Fund Work from home Shift availability Day Shift Preferred Night Shift Preferred Overnight Shift Preferred Work Location In person Speak with the employer 91 (phone hidden)