About Global Assure Global Assure is a comprehensive Value-Added Services (VAS) partner to leading NBFCs, OEMs, and corporates. With strong expertise in Automobile Roadside Assistance (RSA) and expanding solutions across Extended Warranty, Health Assistance, Travel Assistance, and Wallet Protection, we empower our partners to deliver differentiated customer experiences that inspire trust and long-term loyalty.

Role Overview The Team Leader Customer Service will be responsible for leading a team of customer service executives in delivering timely, empathetic, and accurate assistance to customers, primarily in the Automobile RSA domain. This role requires strong people management skills, process knowledge, and the ability to ensure seamless customer interactions while meeting SLA and quality standards.

Key Responsibilities Lead and manage a team of Customer Service Executives handling inbound and outbound RSA cases

Ensure high-quality resolution of customer queries, breakdown calls, and service requests within defined SLAs

Act as the first level of escalation for customer issues and provide quick, effective solutions

Conduct daily team huddles, call monitoring, and quality audits to drive consistency and service excellence

Mentor and coach team members to improve soft skills, product knowledge, and service handling abilities





Monitor team performance metrics (AHT, FTR, CSAT, SLA adherence) and drive continuous improvement

Collaborate with the Alarm Center, Vendor Partners, and Escalation Desk to ensure smooth case closure

Prepare daily/weekly MIS reports on performance, escalations, and customer feedback Key Skills & Competencies Strong people management and team motivation skills

Sound knowledge of RSA operations, customer handling, and vendor coordination

Excellent communication (English & Hindi) with empathetic listening skills

Problem-solving mindset with ability to stay calm under pressure

Familiarity with CRM tools, ticketing systems, and service dashboards

Analytical ability to interpret data and implement process improvements Qualifications & Experience Graduate in any discipline; additional certifications in customer service are a plus

4–6 years of experience in customer service, with at least 1–2 years in a supervisory/Team Leader role

Prior exposure to Automobile RSA / Assistance Services / Insurance Assistance is highly preferred What We Offer Opportunity to lead in India’s growing RSA & VAS sector A collaborative and rapid-paced work environment

Scope for career growth into senior leadership roles

📌 Work Force Management (Gurugram)
🏢 Global Assure
📍 Gurugram