Customer Service Team Lead

Job Type:

Full-Time Experience Required:

Minimum 1–2 prior roles as a Team Lead or Manager Work Mode:

Hybrid Locations:

Hyderabad or Bangalore

About Athleaders

Athleaders, voted Singapore's #1 Fitness Company for 4 years in a row (2021–2024) by Expat Forums and Magazines, is seeking an experienced Customer Relationship Team Lead to join our dynamic team.

With our unique model, we have helped thousands of clients achieve their health and fitness goals at their preferred location - all while prioritising convenience.

Position Summary

This is a player-coach role. You will lead our customer relationship team while personally managing your own portfolio of clients, ensuring their satisfaction, results, and renewals. You will own the team's core performance metrics - renewal sales, customer satisfaction (CSAT), and Net Promoter Score (NPS) - and act as the escalation point for complex cases, including refund requests and difficult client situations.

You will work with high-net-worth and international clients, so exceptional people skills and composure under pressure are essential.

Key Responsibilities Client Ownership

- Personally manage a dedicated portfolio of clients, ensuring their fitness results are achieved and satisfaction remains high.
- Drive renewal sales for your own clients and across the team, ensuring retention targets are consistently met.
- Serve as the escalation manager for tough clients, refund cases, and sensitive situations, resolving them professionally and protecting client relationships.
- Build strong relationships with high-net-worth and international clients, adapting communication to different expectations and cultures.

Team Leadership
- Lead, coach, and motivate the customer relationship team to hit renewal, CSAT,



and NPS targets.
- Monitor team performance, conduct regular reviews, and provide hands-on guidance on handling client conversations.
- Coordinate with internal teams (trainers, nutritionists, and operations) to ensure smooth service delivery across all client accounts.
- Track and report team-level engagement, satisfaction, and renewal metrics to management.
- Continuously improve processes for follow-ups, escalations, and client communication.

Key Performance Indicators
- Renewal sales / retention rate
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)

Requirements
- Minimum 1–2 prior roles as a Team Lead or Manager in customer service, client relationship management, or customer success.
- Proven track record of driving renewals, retention, or repeat sales.
- Experience handling escalations, refund cases, and difficult client conversations with professionalism and empathy.
- Experience working with high-net-worth and/or international clients is a strong advantage.
- Prior experience in health, fitness, wellness, or coaching is an added advantage.
- Excellent written and verbal communication skills.
- Strong organisational and follow-up skills with attention to detail.
- Comfortable using CRM systems, spreadsheets, and digital communication tools.
- A client-first mindset combined with the ability to hold a team accountable to targets.

What We Offer
- A leadership role with real ownership of client outcomes and team performance.
- Prospect to work with international clients and fitness professionals.
- Hybrid work setup based in Hyderabad or Bangalore.
- Growth opportunities within a fast-scaling health and fitness company.

Does this excite you? Then drop your CV to [email protected] (yes, it's .co, NOT .com) or apply on LinkedIn.

📌 Customer Service Team Lead (Bengaluru)
🏢 ATHLEADERS
📍 Bengaluru