Service Team Leader

About the Role

We are looking for an experienced and proactive Service Team Leader to manage and lead our Service Team.The primary responsibility of this role will be to ensure that every client receives timely, professional, and high-quality service, while also driving revenue through Upgrades, Rejoins, and Client References.

The ideal candidate should have strong team-management skills, excellent communication abilities, a customer-first approach, and a strong understanding of revenue generation through existing clients.

• Key Responsibilities

1. Manage and supervise the Service Team.
2. Monitor individual team member performance and productivity.
3. Conduct regular team meetings, reviews, and performance discussions.
4. Identify performance gaps and provide coaching and corrective guidance.
5. Ensure proper coordination between team and clients.
6. Ensure clients receive timely and quality diet plans, follow-ups, consultations, and support.
7. Monitor client complaints, feedback, response time, and overall satisfaction.
8. Regularly review client cases to identify service gaps.
9. Take ownership of escalated client issues and ensure timely resolution.
10. Ensure proper follow-up with clients throughout their journey.
11. Drive revenue from the existing client base through: Plan Upgrades, Rejoins/Renewals, Client References and Other relevant service opportunities
12. Ensure the team actively identifies and follows up on potential upgrade and rejoin opportunities.
13. Develop strategies to improve client retention and increase customer lifetime value.
14. Track daily and monthly revenue generated by the Service Team.
15. Analyze conversion rates and identify opportunities for improving revenue.
16. Maintain daily/weekly/monthly performance reports.
17. Share regular performance reports and insights with management.
18. Take data-driven decisions to improve team performance and revenue.

• Required Skills

1. 2–4 years of experience in team handling, customer service, client servicing, sales, or operations.
2. Experience managing a team is preferred.
3. Strong communication and interpersonal skills.
4. Good leadership and people-management abilities.
5. Strong problem-solving and client-handling skills.
6. Ability to work with targets and performance metrics.
7. Strong follow-up and coordination skills.
8. Basic knowledge of Excel/Google Sheets and reporting.
9. Ability to identify revenue opportunities from existing customers.
10. Comfortable handling escalations and difficult clients.

Preferred Background

Candidates with experience in healthcare, wellness, nutrition, fitness, hospitality, customer success, client servicing, or subscription-based businesses will be preferred.

What We Expect

We are looking for someone who can take ownership of the complete service function, maintain high client-service standards, build accountability within the team, and convert strong client relationships into retention, upgrades, rejoins, and references.