Service Team Lead

Role Overview

We are looking for an experienced Service Team Lead to lead a customer service team and ensure excellent customer experience across voice and WhatsApp support channels. The role will be responsible for team performance, escalations, service quality, operational efficiency, and adherence to customer service standards.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates.
• Conduct daily huddles, 1:1s, performance reviews, and regular feedback sessions.
• Monitor and achieve key service metrics including CSAT, NPS, response time, resolution time, FCR, and quality scores.
• Manage team rosters, attendance, shift planning, and workload allocation.
• Handle complex customer escalations and ensure timely resolution.
• Monitor calls/chats for service quality, empathy, accuracy, and process adherence.
• Drive team productivity and operational efficiency.
• Prepare and review daily/weekly performance dashboards and identify improvement areas.
• Identify process gaps and recommend solutions to reduce repeat queries and improve resolution.
• Coordinate with internal teams such as Product, Sales, Technical Support, and Trust & Safety for issue resolution.
• Ensure compliance with customer privacy, safety, and communication guidelines.
• Conduct training on processes, products, features, and SOPs.
• Conduct quality audits and maintain team knowledge base and process documentation.
  
  

Mandatory Skills & Competencies

• 4–7 years of experience in Customer Service / Customer Support, with at least 2 years in a Team Lead role.
• Strong verbal and written communication skills.
• Proven experience in team handling, customer escalations, SLA management, and performance monitoring.
• Strong understanding of CSAT, NPS, FCR, response time, quality scores, and productivity metrics.
• Experience handling high-emotion or sensitive customer interactions with empathy and professionalism.
• Good knowledge of Excel/Google Sheets and performance dashboards.
• Strong problem-solving, conflict management, coaching, and people-management skills.
• Experience with CRM/customer support tools such as Freshdesk, Zendesk, Salesforce, or similar platforms will be an advantage.
• Experience in internet/consumer technology, e-commerce, matchmaking, dating, or other customer-first businesses is preferred.
  
  

Key Performance Indicators

• CSAT / NPS
• First Response Time
• First Contact Resolution
• Escalation Turnaround Time
• Quality Audit Scores
• Team Productivity
• Attendance & SLA Compliance
• Customer Experience & Resolution Quality
  
  

Skills: customer service,csat,productivity