Service Team Lead - Job Description

Role Overview

Your role ensures that users, whether free or premium, receive timely support, guidance, and issue resolution across voice and WhatsApp channels.

Key Responsibilities

1. Team Leadership & Performance
- Lead, coach, and motivate a team of Customer Service Associates (CSAs).
- Conduct daily huddles, weekly 1:1s, and monthly performance reviews.
- Ensure team adherence to SLAs: response time, resolution time, CSAT, NPS, and quality scores.
- Manage roster, attendance, shift planning, and work-load balancing.

2. Customer Support Excellence
- Handle escalations (profile verification, privacy issues, payment disputes, match recommendations, account misuse, etc.).
- Monitor quality of conversations to ensure empathy, accuracy, and brand tone.
- Ensure that customer problems—such as account recovery, premium activation, privacy controls, and match suggestions—are resolved quickly.

3. Operational Excellence
- Drive productivity and efficiency in support processes.




- Report daily/weekly performance dashboards with insights and action items.
- Identify process breakdowns and recommend improvements (e.g., reducing repeat tickets, enhancing FAQ content).
- Collaborate with internal teams:
- Trust & Safetyfor profile authenticity
- Productfor feature issues
- Sales / Telesalesfor premium upsell support
- Technical Supportfor bugs and outages

4. User Safety & Trust
- Oversee fast action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
- Train team on safe communication guidelines relevant to matrimonial platforms.

5. Training & Quality
- Conduct regular training on new features (e.g., Shaadi Meet, Filters, Privacy Settings).
- Maintain team knowledgebase and SOP documentation.

Required Skills & Competencies

Must-Have
- 4-7 years of experience in Customer Service; 2+ years in a team lead role.
- Robust communication skills.
- Experience handling escalations in high-emotion contexts (matrimonial,

📌 Team Leader (Thane)
🏢 Shaadi.Com
📍 Thane