Customer Service Team Lead

Position Overview

The Customer Service & Brand Engagement Team Lead will oversee the daily operations of ZURUs Customer Service, Influencer Coordination, and Social Media teams based in India. This role focuses on ensuring the team is hitting KPIs, maintaining service quality, and fostering seamless collaboration with the New Zealand-based Brand Engagement team. The position is people-management heavy, ensuring efficient scheduling, leave management, and performance oversight.

Roles & Responsibilities

Team Leadership & People Management

• Lead and manage the India-based Customer Service, Influencer, social and Claims team members.
• Oversee workload distribution to ensure KPI achievement across all verticals.
• Approve and manage annual leave, shift scheduling, and roster planning to maintain optimal coverage.
• Monitor and report on individual and team performance metrics.

KPI & Performance Management

• Ensure all Customer Service, Content Scheduling, Influencer Research and Claims SLAs are met or exceeded.
• Track and report on consumer feedback, VOCs, influencer/creator management, social media management monthly.
• Provide feedback and coaching to team members where required (operational, not strategic).

Cross-Regional Collaboration

• Act as the primary operational link between the India-based team and the New Zealand Brand Engagement team.
• Share regular progress updates, performance reports, and escalations with the NZ team.
• Support NZ-based leads in implementing strategies and process improvements.

Operational Excellence

• Ensure adherence to existing SOPs, workflows, and escalation processes.
• Flag any operational issues, gaps, or resourcing concerns to the NZ team and Indian HR.
• Coordinate with NZ stakeholders to align on priorities and capacity planning.

Skills & Experience

• 3+ years Proven team leadership experience in a customer service, claims, or influencer coordination environment.
• Strong organisational skills with the ability to manage multiple priorities and schedules.
• Excellent communication skills, including cross-cultural collaboration.
• Proficient in KPI tracking, reporting, and operational problem-solving.
• Strong interpersonal skills with the ability to build team morale and accountability.
• Ability to work in a fast-paced, global business environment.