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 pl

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