Service Lead

Role & responsibilities

Own Heliums overall customer service and support function

Set up and improve processes for complaints, service requests,

installation issues, warranty claims and escalations

Establish TAT and escalation frameworks to ensure timely resolution

Track customer issues and identify recurring problems and root causes

Build dashboards and metrics around response time, resolution time,

repeat complaints, CSAT, NPS and service quality

Eventually build and manage a larger customer support/service team as

Helium scales

Preferred candidate profile

2-3 years of experience in a high-performing company

Experience in a product based D2C startup is strongly preferred

Strong customer-first mindset

Exceptional ownership and problem-solving ability

Strong communication skills - both written and verbal

Comfortable working in a fast-paced, ambiguous startup environment

Data-driven and process-oriented mindset

Ability to work across multiple teams and external partners

Willingness to be hands-on and build processes from scratch

Perks and benefits

Opportunity to be part of one of Indias fastest-growing D2C brand

High ownership and direct impact on business growth

Opportunity to build the entire service & support function from scratch

Work directly with the founders