Team Lead - Customer Service

As a Service Team Lead, you will lead a team responsible for delivering an outstanding customer experience to members seeking trusted, safe, and smooth matchmaking services. Your role ensures that users, whether free or premium, receive timely support, guidance, and issue resolution across voice and WhatsApp channels.

The core responsibilities for the job include the following:

Team Leadership and 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 workload balancing.

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.

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 and Safety for profile authenticity.
• Product for feature issues.
• Sales / Telesales for premium upsell support.
• Technical Support for bugs and outages.

User Safety and Trust:

• Ensure strict compliance with Shaadi.com 's privacy and safety guidelines.
• Oversee fast action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
• Train the team on safe communication guidelines relevant to matrimonial platforms.

Training and Quality:

• Conduct regular training on new features (e. g., Shaadi Meet, Filters, Privacy Settings).
• Audit chats/calls/emails for quality and service adherence.
• Maintain team knowledge base and SOP documentation.

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 and productivity compliance.

Requirements:

• 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 mindset with familiarity with 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. ).