Website:
staffanchor.com
Job details:
StaffAnchor is mandated to hire a Service Team Lead for a leading Consumer Internet brand, responsible for delivering exceptional customer experiences and guiding a team to provide timely support and issue resolution across voice and WhatsApp channels.
Key Responsibilities
- Lead, coach, and motivate a team of Customer Service Associates, conducting regular performance reviews and ensuring team adherence to key SLAs.
- Manage team operations including roster, attendance, shift planning, and workload balancing to optimize productivity.
- Handle customer escalations related to profile verification, privacy, payment disputes, and account misuse with empathy and efficiency.
- Monitor conversation quality to ensure accurate, empathetic interactions that align with brand tone and communication guidelines.
- Drive improvements in support processes by identifying breakdowns, reducing repeat tickets, and enhancing FAQ content.
- Collaborate with internal teams such as Trust & Safety, Product, Sales, and Technical Support to resolve customer issues effectively.
- Oversee swift action on reports of abusive profiles, harassment, fraud, and misuse to maintain user safety and trust.
- Conduct regular training sessions for the team on new features and service standards, auditing interactions for quality and adherence.
Candidate Profile
- Possess 5-8 years of experience in Customer Service, with a minimum of 2 years in a team lead role.
- Demonstrate strong communication and interpersonal skills, with a proven ability to manage conflict and support customers empathetically.
- Have experience handling escalations in high-emotion contexts such as matrimonial, matchmaking, dating, or customer-centric industries.
- Exhibit a data-driven mindset, with familiarity in using Excel/Google Sheets and dashboard tools for performance tracking.
- Experience working within internet or consumer tech companies is advantageous.
- Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce is a plus.
Compensation & Benefits
- Compensation budget for this role ranges from ₹6.5 to ₹8.5 LPA.
- The role is full-time and based on-site in Mumbai or Thane.
- Rotational shifts may be a requirement due to the global user base and engagement patterns.
- 5 days working with mandatory weekend working
Click on Apply to know more.
