Lead Member Support

As a Lead Member Support at Habuild, you will play a crucial role in ensuring a seamless and empathetic support experience for our members. Your responsibilities will include: - Leading the day-to-day operations of the calling and email-based member support teams, maintaining responsiveness, accuracy, and a high-empathy tone of communication. - Owning the support experience end-to-end, ensuring timely, empathetic, and effective communication with members. - Building SOPs, escalation workflows, and communication templates to scale operations efficiently. - Tracking key support metrics such as resolution time, CSAT, error rates, and backlog across functions and driving continuous improvement. - Leading training and performance reviews for the support team, monitoring team performance, resolving roadblocks, and maintaining service quality. - Collaborating cross-functionally with product, growth, and expert teams to close feedback loops, surface member insights, and contribute to systemic improvements. - Conducting regular huddles and team reviews to ensure morale, clarity, and accountability across both frontline and backend teams. - Championing Habuild's empathy-first culture by guiding teams to go beyond transactional support and create meaningful member connections. Qualifications we are looking for in a candidate: - 3-5+ years of experience in leading member support operations, preferably in B2C, wellness, edtech, or service-based startups. - Strong leadership and team management skills with experience in managing 50+ person support teams. - Hands-on experience with support tools, comfort with Excel/Sheets-based reporting, and tracking and analyzing support metrics. - Clear and effective communicator fluent in both English and Hindi (spoken + written) with excellent communication and problem-solving skills. - Process-driven, empathetic, and calm under pressure, leading by example and inspiring the team. - Prior experience working with subject-matter experts like yoga instructors, coaches, or healthcare professionals is a bonus. Join us at Habuild for the opportunity to: - Help people transform their lives through daily wellness habits. - Lead a critical touchpoint between Habuild and our members. - Work closely with expert teams, product, and leadership in a cross-functional role. - Be part of a people-first culture that values empathy, discipline, and real-world results.,