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.

1. 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.

2. 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.

3. 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

4. User Safety & Trust

- Ensure strict compliance withcompany's privacy and safety guidelines.
- Oversee quick action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
- Train team on safe communication guidelines relevant to matrimonial platforms.

5. Training & Quality

- Conduct regular training on new 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