Service Team Lead – Job Description

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, protected, 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
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.
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.
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
User Safety & Trust
Ensure strict compliance with Shaadi.com’s privacy and safety guidelines.
Oversee rapid action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
Train team on protected communication guidelines relevant to matrimonial platforms.
Training & Quality
Conduct regular training on recent features (e.g., Shaadi Meet, Filters, Privacy Settings).
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📌 Team Leader Thane (India)
🏢 Shaadi.Com
📍 India