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Service Team Lead

Headsup Corporation·Thane, Mumbai

Pay not stated4–7 yrsFull-time
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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

  • 4–7 yrs of experience
  • Customer service
  • Escalation handling
  • Sales
  • SOP writing
  • Communication
  • Any graduate

Good to have

  • CRM
  • Freshdesk
  • Zendesk
  • Salesforce

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