Cvent is an exciting, quick-growing tech company providing industry-leading software to event professionals around the world — from online event registration and venue selection to mobile apps, email marketing, and more.

We're looking for someone to lead and mentor a team, drive performance against service targets, support complex escalations, and partner across functions to improve workflows and the overall client experience. We're looking for someone who brings strong people leadership, operational discipline, business judgment, and a passion for coaching others to succeed.

What will you be doing
Lead, mentor, and develop a team of Product Consultants to achieve SLAs and performance target Ensure adherence to quality standards, policies, and operational guidelines. Monitor real-time queues and escalations, ensuring timely resolution and risk mitigation. Manage complex client escalations in partnership with Product, Quality, and Operations teams. Conduct regular quality audits and deliver structured, actionable coaching.



Ensure optimal staffing coverage across shifts to maintain service levels. Analyze and report daily, weekly, and monthly performance metrics, highlighting trends and risks. Support hiring efforts through candidate evaluation and interviews. Drive process improvements and support verticalization and Voice of Customer (VOC) initiatives. Collaborate cross-functionally to enhance workflows and client experience. Leverage AI tools and assistive technologies to improve team efficiency, reporting, and client support workflows. What will you need for this position?
6-12 years of overall experience, including 2+ years in a team lead role. Proven experience leading and developing high-performing teams. Strong understanding of SLA-driven environments and real-time operations. Demonstrated ability to coach, mentor, and improve performance. Excellent verbal and written communication skills. Strong business judgment, integrity, and accountability. Effective tim

📌 Team Lead, Client Services (Gurugram)
🏢 Cvent
📍 Gurugram