Job Type: Full-time

Job Title: Team Leader – Non-Voice Department: Customer Service Reports To: AM - CS Location: Pune Employment Type: Full-TimeAbout the RoleFrido 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 ResponsibilitiesManage 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 new 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 & QualificationsGraduate 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, rapid-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 & selfChat Quality/Audit ScoreAdherence & Shrinkage %Escalation Call-Back Turnaround Time (time taken to call an escalated customer)Escalation Resolution Rate (via call)Agent Attrition/Retention within teamWorking ConditionsRotational 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 forescalations and senior call-backs.

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