Lead - Member Support

To Apply:

Please fill up the following application form as a first step of Selection Process -

https://habuild.keka.com/careers/jobdetails/90410

Role & responsibilities

• Lead the day-to-day operations of the

  calling and email-based member support teams

  - ensuring responsiveness, accuracy, and a high-empathy tone of communication
• Oversee and coordinate efforts across

  Yoga & Physio Support Teams

  ,

  Payments Support

  , and the

  Data Management Team

  , ensuring each functions smoothly and in alignment with member needs and internal SLAs
• Own the support experience end-to-end ensuring timely, empathetic, and effective communication with members.
• Act as the escalation point for complex or sensitive queries across these functionswhether it's a therapy concern, a payment issue, or a data correction request
• Build SOPs, escalation workflows, and communication templates to scale operations efficiently.
• Track key support metrics and drive continuous improvement - such as resolution time, CSAT, error rates, and backlog across functions and proactively take action to address gaps
• Lead training and performance reviews for the support team - Work closely with leads and shift in-charges to monitor team performance, resolve roadblocks, and maintain service quality across all verticals
• Collaborate cross-functionally with product, growth, and expert teams to close feedback loops - and surface member insights and contribute to systemic improvements
• Conduct regular huddles and team reviews, ensuring morale, clarity, and accountability across both frontline and backend teams
• Champion

  Habuilds empathy-first culture

  , guiding every team to go beyond transactional support and create meaningful member connections

Preferred candidate profile

• 3-5+ years of experience in leading member support operations leading cross-functional support teams (voice, email, and backend operations)
• preferably in B2C, wellness, edtech, or service-based startups
• Strong leadership and team management skills experience managing 50+ person support teams
• Hands-on experience with support tools and comfort with Excel/Sheets-based reporting, operationally sound with experience in tracking and analyzing support metrics across multiple functions
• Clear and effective communicator, fluent in both English and Hindi (spoken + written). Excellent communication and problem-solving skills, especially in high-emotion or high-stakes member scenarios
• Process-driven, empathetic, and calm under pressure — you lead by example and inspire the team.
• Prior experience working with subject-matter experts like yoga instructors, coaches, or healthcare professionals is a bonus.