Service Team Lead

Service Team Lead

• Lead, coach, and motivate a team of Customer Service Associates (CSAs).
• Conduct daily huddles, weekly 1:1s, and monthly performance reviews.
• Ensure team adherence to SLAs: response time, resolution time, CSAT, NPS, and quality scores.
• Manage roster, attendance, shift planning, and work-load balancing.

2. Customer Support Excellence

• Handle escalations (profile verification, privacy issues, payment disputes, match recommendations, account misuse, etc.).
• Monitor quality of conversations to ensure empathy, accuracy, and brand tone.
• Ensure that customer problemssuch as account recovery, premium activation, privacy controls, and match suggestionsare resolved quickly.

3. Operational Excellence

• Drive productivity and efficiency in support processes.
• Report daily/weekly performance dashboards with insights and action items.
• Identify process breakdowns and recommend improvements (e.g., reducing repeat tickets, enhancing FAQ content).
• Collaborate with internal teams:

• Trust & Safety

  for profile authenticity

• Product

  for feature issues

• Sales / Telesales

  for premium upsell support

• Technical Support

  for bugs and outages

4. User Safety & Trust

• Ensure strict compliance with Shaadi.coms privacy and safety guidelines.
• Oversee fast action on abusive profiles, harassment complaints, fraud reports, and misuse cases.
• Train team on safe communication guidelines relevant to matrimonial platforms.

5. Training & Quality

• Conduct regular training on new features (e.g., Shaadi Meet, Filters, Privacy Settings).
• Audit chats/calls/emails for quality and service adherence.
• Maintain team knowledgebase and SOP documentation.

•  Required Skills & Competencies

• 4-7 years of experience in Customer Service; 2+ years in a team lead role.
• Strong communication skills.
• Experience handling escalations in high-emotion contexts (matrimonial, matchmaking, dating, or customer-first industries).
• Data-driven mind set with familiarity in Excel/Google Sheets/dashboard tools.
• Ability to manage conflict and support customers with empathy.

Good-to-Have

• Experience in internet/consumer tech companies.
• Prior experience in matrimonial/dating/e-commerce apps.
• Understanding of CRM tools (Freshdesk, Zendesk, Salesforce, etc.).

Key KPIs / Metrics

• CSAT / NPS

  improvement

• First Response Time

• First Contact Resolution

• Escalation handling turnaround

• Quality audit scores

• Team attendance & productivity compliance

Growth Path

• Service Manager
• Quality & Training Manager
• Trust & Safety Lead
• Operations Manager
• Customer Success Lead

• Role Type

• Full-time
• On-site (depending on Shaadi.coms city office)
• Rotational shifts may apply (since users engage across India & global time zones)