Role & responsibilities
- Lead and manage a team of Retention Associates, ensuring high levels of productivity, engagement, and performance.
- Drive team KPIs, monitor daily performance, and take proactive actions to achieve operational and retention targets.
- Coach, mentor, and provide regular feedback to team members to improve quality, customer experience, and overall performance.
- Handle customer and vendor escalations, ensuring timely and effective resolution.
- Monitor team adherence, quality, and process compliance while identifying opportunities for continuous improvement.
- Collaborate with cross-functional teams to enhance customer and vendor experience.

Preferred candidate profile
- Prior experience managing and leading a team in a customer support, retention, operations,



or similar workplace.
- Proven ability to drive team performance, coach team members, and consistently achieve operational KPIs.
- Hands-on experience handling customer and/or vendor interactions through both voice (calls) and chat support.
- Strong verbal and written communication skills with excellent problem-solving and conflict-resolution abilities.
- Working knowledge of Microsoft Excel, including data entry, sorting, filtering, and basic formulas for reporting and tracking.
- Willingness to work in rotational shifts and a fast-paced operational environment.

📌 Team Lead (Bengaluru)
🏢 Snabbit
📍 Bengaluru