Job Title: Team Leader – Non-Voice

Department: Customer Service

Reports To: AM - CS

Location: Pune

Employment Type: Full-Time

About the Role

Frido is looking for an experienced Team Leader to manage a team of chat/WhatsApp support agents, ensuring smooth day-to-day operations, agent performance, and consistent customer experience across non-voice channels. While the primary channel for this role is chat/WhatsApp, the TL is required to personally handle customer calls for escalations and senior callbacks when a situation cannot be resolved over chat.

Key Responsibilities

- Manage and supervise a team of chat/WhatsApp support agents on a day-to-day basis - attendance, shift adherence, floor discipline, and performance.
- Monitor real-time chat/DM queues across platforms, ensure adequate staffing across shifts, and manage volume spikes.
- Conduct quality audits on agents' chat/DM conversations; provide feedback, coaching, and calibration sessions on tone, accuracy, and FRT/resolution adherence.
- Track and drive team performance against KPIs - FRT, resolution rate, CSAT, adherence, and shrinkage.
- Handle escalation and senior call-backs personally (mandatory) - when a customer's issue cannot be resolved over chat, or when a customer specifically requests to speak with a senior/manager, the TL must call the customer directly to resolve it.
- De-escalate irate or high-priority customers over the phone with ownership and professionalism.
- Conduct daily/weekly huddles, briefings, and one-on-ones with team members to review performance and address concerns.
- Prepare and share daily/weekly/monthly performance reports with management.
- Identify recurring customer issues/complaint trends from chat conversations and share insights with management/product/logistics teams for process improvement.
- Ensure proper CRM/helpdesk documentation and adherence to SOPs by the team.
- Support hiring, onboarding, and training of current agents on the chat/WhatsApp process.




- Manage rotational shift and week-off planning for the team, ensuring adequate coverage at all times.
- Drive team motivation, discipline, and retention within the process.

Required Skills & Qualifications

- Graduate in any discipline.
- Minimum 4 years of overall experience in a customer support process (chat/WhatsApp/non-voice).
- Minimum 2 years of experience specifically as a Team Leader (on papers/official designation).
- Proven experience managing a team, including performance management, coaching, and quality audits on chat/DM conversations.
- Strong written communication skills (grammar, tone, structure) to lead quality/coaching for the team.
- Confident verbal communication skills - mandatory, as the TL is required to personally call customers for escalations and senior call-backs, despite the role being primarily non-voice.
- Working knowledge of non-voice metrics (FRT, resolution rate, CSAT) and comfort learning basic call-handling etiquette for escalation scenarios.
- Familiarity with CRM/helpdesk tools (Freshdesk, Zoho, Gorgias) and WhatsApp Business API platforms (Interakt, WATI, etc.).
- Strong leadership, people management, and conflict-resolution skills.
- Ability to take ownership of high-priority/escalated customer issues and resolve them via call when chat isn't sufficient.
- Comfortable working in a target-driven, fast-paced environment.
- Willingness to work rotational shifts and rotational week offs, 6 days a week, along with the team.

Key Performance Indicators (KPIs)

- Team-level First Response Time (FRT)
- Team-level Resolution Rate (Chat/DM)
- Customer Satisfaction Score (CSAT) - team average & self
- Chat Quality/Audit Score
- Adherence & Shrinkage %
- Escalation Call-Back Turnaround Time (time taken to call an escalated customer)
- Escalation Resolution Rate (via call)
- Agent Attrition/Retention within team

Working Conditions

- Rotational shifts and rotational week offs; 6-day work week.
- Requires floor presence to manage live team operations.
- Primary responsibility is non-voice (chat/WhatsApp); calling is required for escalations and senior call-backs.

📌 Team Leader – Non-Voice (Maharashtra)
🏢 Frido
📍 Maharashtra