Service Team Lead

1. Team Leadership & 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 work-load balancing.

2. 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.

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

4. User Safety & 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 team on safe communication guidelines relevant to matrimonial platforms.

5. Training & 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 knowledgebase and SOP documentation.