Service Team Lead

Role Overview

As a Service Team Lead at Shaadi.com, you will lead a team responsible for delivering outstanding customer experience to members seeking trusted, safe, and smooth matchmaking services.
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 problemssuch as account recovery, premium activation, privacy controls,



and match suggestionsare 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 & Safety for profile authenticity
- Product for feature issues
- Sales / Telesales for premium upsell support
- Technical Support for bugs and outages

4. User Safety & Trust
- Ensure strict compliance with Shaadi.coms privacy and safety guidelines.
- Oversee rapid 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).
- Audit chats/calls/emails for q

📌 Service Team Lead (Mumbai)
🏢 Shaadi.Com
📍 Mumbai