Service Team Lead

Service Team Lead – Customer Support

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Hiring Partner:

We are hiring a Service Team Lead to manage a customer support team handling service requests across voice and messaging channels. The role focuses on team supervision, escalation management, service quality, and operational performance in a customer-facing environment.

• Supervise and support a team of Customer Service Associates
• Monitor daily team performance against defined service metrics
• Handle customer escalations related to accounts, payments, and service issues
• Conduct regular team meetings, one-on-one discussions, and performance reviews
• Ensure adherence to response time, resolution time, and quality standards
• Manage team attendance, shift planning, and workload distribution
• Review customer interactions for accuracy, empathy, and compliance
• Prepare basic performance reports and share improvement actions
• Coordinate with internal teams for issue resolution and process alignment
• Ensure compliance with company policies, privacy guidelines, and SOPs

• 4 to 7 years of experience in customer service
• Minimum 2 years of experience in a team lead or supervisory role
• Strong verbal and written communication skills
• Fluency in Gujarati is mandatory
• Experience handling customer escalations and conflict situations
• Working knowledge of Excel or Google Sheets

• Experience in consumer-facing or internet-based companies
• Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar

• Customer satisfaction scores
• Response and resolution timelines
• Escalation handling efficiency
• Quality audit scores
• Team productivity and attendance

• On-site role based in Ahmedabad
• Rotational shifts may apply