We are looking for an experienced Customer Service Team Lead to manage customer service operations, handle escalations, ensure service quality, and guide the team in delivering a positive customer experience. The ideal candidate should be empathetic, data-driven, and comfortable handling sensitive and high-emotion customer situations.
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 withcompany's privacy and safety guidelines.
Oversee rapid action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
Train team on secure communication guidelines relevant to matrimonial platforms.
Training & Quality
Conduct regular training on current features (e.g., Meet, Filters, Privacy Settings).
Audit chats/calls/emails for quality and service adherence.
Maintain team knowledgebase and SOP documentation.

Pay: ₹700,000.00 per year

Work Location: In person

📌 Service Team Leader Thane
🏢 Hiring Mavericks
📍 Thane