Service Team Lead - Job Description

Role Overview

Your role ensures that users, whether free or premium, receive timely support, guidance, and issue resolution across voice and WhatsApp channels.

Key Responsibilities

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





- Oversee fast 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 current features (e.g., Shaadi Meet, Filters, Privacy Settings).
- Maintain team knowledgebase and SOP documentation.

Required Skills & Competencies

Must-Have

- 4-7 years of experience in Customer Service; 2+ years in a team lead role.
- Strong communication skills.
- Experience handling escalations in high-emotion contexts (matrimonial, matchmaking, dating, or customer-first industries).
- Data-driven mind set with familiarity in Excel/Google Sheets/dashboard tools.
- Ability to manage conflict and support customers with empathy.

Good-to-Have

- Experience in internet/consumer tech companies.
- Prior experience in matrimonial/dating/e-commerce apps.
- Understanding of CRM tools (Freshdesk, Zendesk, Salesforce, etc.).

Key KPIs / Metrics

You will be measured on:

- CSAT / NPS improvement

- First Response Time :

- First Contact Resolution :

- Escalation handling turnaround :

- Quality audit scores :

- Team attendance & productivity compliance

Growth Path

From this role, you can grow into:

- Service Manager
- Quality & Training Manager
- Trust & Safety Lead
- Operations Manager
- Customer Success Lead

Role Type

- Full-time

📌 Team Leader (Thane)
🏢 Shaadi.Com
📍 Thane