Position: Customer Support Team Lead Non-Voice Department: Customer Support

Location:
Pune (In-office) Employment Type: Full-time

Experience:
4–5 Years (including minimum 2 years as a Team Lead) Shift: Rotational Shifts with Rotational Week offs About Frido and the Role At Frido, exceptional customer support is core to how we build trust with every customer who reaches us on WhatsApp or email. As a fast-scaling brand, we need leaders who build support operations, not just run them. The Team Lead – Non-Voice will own the end-to-end performance of our WhatsApp and email support team. You will turn metrics like SLA, CSAT and TAT into decisions, coach agents from good to exceptional, and use escalations to fix root causes. You will also partner with cross-functional teams to turn customer signals into business insight.

Key Responsibilities
Team Performance and Operations
• Own end-to-end performance of the non-voice support team across WhatsApp and email.
• Monitor and drive SLA, CSAT, TAT, FRT (first response time), resolution rate and productivity targets.
• Plan shift rosters, manage queues and allocate workload to handle high ticket volumes and peak periods.
• Track real-time and historical dashboards; act quickly on backlogs, breaches and dips in quality.
• Prepare daily, weekly and monthly performance reports with explicit insights and action plans. Escalations and Customer Experience
• Handle escalated and sensitive customer cases with sharp, empathetic written communication.
• Run root cause analysis on escalations and repeat issues, and fix the process, not just the ticket.
• Ensure a consistent brand voice and tone across all written customer interactions. Quality, Training and Process Improvement
• Partner with Quality and Training teams to audit conversations, calibrate scoring and close gaps.
• Identify training needs and run refreshers, product updates and process trainings.
• Create and update SOPs, macros, canned responses and knowledge base content.




• Drive process improvements and automation opportunities within the helpdesk and WhatsApp CRM. Cross-Functional Feedback Loop
• Build a direct feedback loop with Product, Operations, Logistics, Marketing and other teams.
• Translate customer signals (complaints, trends, VOC) into actionable business insights.
• Collaborate on resolving systemic issues that affect customer experience. People Leadership
• Coach agents through regular one-on-ones, feedback sessions and performance reviews.
• Set clear goals, recognize high performers and manage underperformance through structured plans.
• Identify and develop the next generation of leaders (SMEs, buddies, future Team Leads).
• Maintain team engagement, attendance and adherence, and keep attrition in check. Requirements must-have
• 4–5 years of overall experience in customer support (D2C is preferred).
• Minimum 2 years of experience as a Team Lead in a customer support setup.
• Experience in a D2C (direct-to-consumer) brand, with an understanding of D2C customer queries such as orders, deliveries, returns, refunds and product issues.
• Proven experience running high-volume WhatsApp and email (non-voice) support operations.
• Excellent written communication in English; strong attention to tone, grammar and clarity.
• Hands-on experience with Freshdesk, Zendesk, WhatsApp Business API or similar CRM/helpdesk tools.
• Strong command of support metrics (SLA, CSAT, TAT, FRT, AHT) and the ability to turn data into decisions.
• Willingness to work rotational shifts with rotational week offs. Good-to-have
• Working knowledge of Excel or Google Sheets for reporting (pivots, lookups, dashboards).
• Exposure to building or scaling a support function, including SOPs and automation. Key Competencies
• Coaching and people development
• Analytical, data-driven problem solving
• Ownership and a builder’s mindset
• Stakeholder management and cross-functional collaboration
• Calm, sound judgment under pressure Interested candidates can share their resumes at: [email protected]

📌 Customer Support Team Lead Non-Voice (India)
🏢 Frido
📍 India