Customer Service Team Lead (Kar Job 168)
Job Skills
Job Description
Service Team Lead – Customer Experience & Trust (Consumer Tech)
Are you a highly empathetic and data-driven leader passionate about delivering outstanding customer experience? Karyarth is seeking a Service Team Lead to join a Leading B2C Consumer Tech Platform in the matrimonial/relationship industry. You will lead a team dedicated to ensuring safe, trusted, and smooth services for members across voice and WhatsApp channels.
🎯 Summary Table
| Role: | Service Team Lead |
| Client Segment: | Leading B2C Consumer Tech Platform |
| Experience (Total): | 4–7 years in Customer Service |
| Leadership Experience (Min): | 2+ years in a Team Lead role |
| Role Type: | Full-time, On-site (City Office) |
| Shift Pattern: | Rotational shifts may apply |
| Core Focus: | Escalation Handling, CSAT/NPS, Trust & Safety Compliance |
🌟 Role Overview: Customer Obsession & Trust Guardian
As a Service Team Lead, you will be the captain of a team responsible for delivering outstanding customer experience. Your role ensures timely support, guidance, and issue resolution for all users (free or premium) across voice and WhatsApp channels. You must manage performance across all key metrics and ensure brand standards are consistently met.
Key Responsibilities
I. Team Leadership & Performance
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Coaching & Motivation: Lead, coach, and motivate a team of Customer Service Associates (CSAs). Conduct daily huddles, weekly 1:1s, and monthly performance reviews.
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SLA Adherence: Ensure team adherence to critical SLAs, including response time, resolution time, CSAT, NPS, and quality scores.
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Operations: Manage roster, attendance, shift planning, and work-load balancing.
II. Customer Support & Escalations Excellence
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Escalation Handling: Handle high-stakes escalations (e.g., profile verification, privacy issues, payment disputes, account misuse).
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Quality Monitoring: Monitor quality of conversations to ensure empathy, accuracy, and brand tone.
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Issue Resolution: Ensure that complex customer problems are resolved quickly.
III. Operational Excellence & Trust
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Efficiency: Drive productivity and efficiency in support processes.
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Reporting: Report daily/weekly performance dashboards with insights and action items.
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Process Improvement: Identify process breakdowns and recommend improvements (e.g., reducing repeat tickets).
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Safety & Compliance: Ensure strict compliance with privacy and safety guidelines, overseeing fast action on abusive profiles, fraud reports, and misuse cases.
✅ Required Skills & Competencies
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Experience: 4–7 years of experience in Customer Service, with a minimum of 2+ years in a team lead role.
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Contextual Experience: Experience handling escalations in high-emotion contexts (matrimonial, matchmaking, dating, or customer-first industries).
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Skills: Strong communication skills, ability to manage conflict with empathy, and a data-driven mindset (familiarity in Excel/Google Sheets/dashboard tools).
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Good to Have: Experience in internet/consumer tech companies, or understanding of CRM tools (Freshdesk, Zendesk, Salesforce, etc.).
🚀 Growth Path
This role offers a clear path for progression into senior positions, including Service Manager, Quality & Training Manager, Trust & Safety Lead, Operations Manager, and Customer Success Lead.
How to Apply (Through Karyarth)
If you are prepared to lead with empathy and excellence in a high-growth environment, we invite you to apply.
Contact: [email protected]
For Regular Job Updates, Follow Us:
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Telegram: https://t.me/karyarthconsultants
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LinkedIn: https://www.linkedin.com/company/karyarth-consultancy
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WhatsApp Channel: https://whatsapp.com/channel/0029Vb75m69Lo4hdAdldlZ1N
