Job Title: Service Team Lead

Employment Type: Full time

Job Title: Service Team Lead Employment Type: Full-time

About the Role We are looking for an experienced Service Team Lead to guide our customer support team and ensure smooth, safe, and empathetic service experiences across voice and WhatsApp channels.

Key Responsibilities

- Team Leadership: Coach, mentor, and manage a team of Customer Service Associates, conducting regular 1:1s, huddles, and performance reviews.
- Support & Escalations: Handle customer escalations and resolve issues related to account safety, profile verification, and premium support.
- Performance Tracking: Drive team adherence to SLAs (CSAT, NPS, response and resolution times) and manage shifts and rosters.
- Quality & Safety: Audit interactions to maintain high service standards and enforce trust and safety guidelines.

Requirements

- 4–7 years of customer service experience, with at least 2 years in a team lead or supervisory role.

Pay: From ₹700,000.00 per year

Work Location: In person

📌 Service Team Leader (Mumbai)
🏢 White Bulb Technologies
📍 Mumbai