Service Team Lead
ThaneFull-time4–7 yrsPosted 1 week ago
Mid-level customer support role at Headsup Corporation in Thane. Needs 4+ years.
About the role
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.
What you'll do
- 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
What you need
- Customer service
- Escalation handling
- Sales
- SOP writing
- Communication
Good to have
- CRM
- Freshdesk
- Zendesk
- Salesforce