Location: Noida, Sector 125

Work Mode: Work from Office

Shift: 10 PM to 7 AM (Mon - Sat 6 Days Work From Office)

Salary: ₹6 LPA + up to ₹2 LPA performance-based incentive

About the Role

Lumus is Astrotalk’s platform for users in the USA, UK, Canada and Australia. Our Counsellors hold supportive one-on-one conversations that help people feel heard and gain clarity in relationships, personal growth and life decisions. As Team Lead, you will coach and lead a team of Counsellors, protect the quality of every conversation, and help the team hit its performance goals.

Key Responsibilities

Lead, mentor and motivate a team of Counsellors, with daily huddles and regular one-on-ones.
Assess communication quality and overall user experience, providing specific feedback on rapport-building, active listening, and effective open-ended questioning.
Encourage a user-centric approach by helping team members understand user needs, facilitate meaningful conversations, and guide users towards their own insights.
Monitor team performance metrics, including quality scores, attendance, and productivity,



and share regular reports highlighting key insights and areas for improvement.
Handle escalations and sensitive cases with empathy, and enforce strict user confidentiality.Help Counsellors adapt their tone to users across the US, UK, Canada and Australia.
Manage shift schedules, adherence and attendance.
Onboard and train recent Counsellors, and run refresher sessions based on quality gaps.
Spot and address burnout and emotional fatigue in the team.
Work with Quality, Operations and Product teams to improve processes.

Requirements
2–4 years of experience in counselling, customer support or a similar conversation-heavy role, including at least 1 year leading a team.
Excellent written and verbal English, with a warm, natural conversational tone.
Solid coaching, feedback and people-management skills.
High emotional intelligence and sound judgment on sensitive conversations.
Comfortable with performance dashboards and reporting.
A degree in Psychology or a related field is a plus, not mandatory.

📌 Team Lead Operations Noida
🏢 AstroTalk
📍 Noida