Team Lead - Customer Service

About Us Jar is India’s leading Daily Saving app that helps people build strong saving habits—one small step at a time. Our goal is to make saving simple, rewarding, and truly life-changing . Founded in 2021 by Misbah Ashraf and Nishchay AG , Jar is a Bengaluru-based startup with one simple belief: saving a little every day in 24K Digital Gold can truly transform your future. Today, 20 million+ Indians trust Jar as their saving partner. With flexible saving options— Daily, Weekly, Monthly, and Instant Saving —we have made it easy for everyone to save in their own way and withdraw anytime. We are one of the leaders in UPI autopay transactions, crossing more than 1 million transactions per day. In 2023, we expanded our vision with Nek , our jewelry brand crafted to bring together luxury and affordability, it has since surpassed ₹100 crore in revenue. We have a big dream of bringing “ Har Ghar Sona”. Small, consistent savings are just the start. We’re here to walk alongside our users, helping Indians secure their financial future every step of the way. Backed by Tiger Global Management, Arkam Ventures, and WEH Ventures, among others, we have raised 50 million+ in funding. In January 2025 , we hit a huge milestone of becoming profitable . Now, we’re charging ahead, focused on sustainable growth and scaling impact. And this is just the beginning What will be your responsibilities? Handling customer queries, providing chat, voice, and emails support. Lead, coach, and manage a team of 6–15 associates across various customer service operations. Support onboarding and training of new team members. Monitor team performance and ensure adherence to SLAs, KPIs, and compliance standards. Manage escalations, scheduling, workload distribution, and daily huddles to ensure team accountability. Conduct surveys to understand customer usage patterns and overall experience; collect prompt and accurate feedback. Effectively manage time and prioritize tasks to maintain productivity and meet departmental goals. Track and report operational metrics and quality scores on a weekly and monthly basis. Maintain strong product knowledge and take ownership of resolving complex customer issues, escalating when necessary. Conduct regular one-on-ones, performance reviews, and foster a culture of ownership and responsiveness. What’s required from you? A bachelor’s degree in administration or related field. A minimum of 3–6 years of experience in fintech or a similar fast-paced environment.. Excellent interpersonal, written, and oral communication skills. Hands-on experience with CRM tools such as Freshdesk or Zendesk, and familiarity with dashboards or ticketing systems. Ability to use a desktop/Laptop computer system, Familiarity with Google Workspace and MS Office. Flexibility to work in shifts or weekends if required. Strong skills in conflict resolution, negotiation, and de-escalation. Comfortable working in a fast-paced, multi-tasking environment; should be a creative and analytical problem-solver with a passion for delivering great customer service. The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service. What makes us different? We’re not just building a product—we’re shaping the future of savings in India. We seek people who bring passion, energy, and fresh ideas to help us make that happen. Experience matters, but we are a potential first organisation. We move fast, learn from our mistakes, and take bold risks to solve problems that haven’t been attempted before. If you’re excited about working in an environment where people inspire and truly support each other, you’ve found the right fit. What do we stand for? The Five Values That We Live By Passion: At Jar, we strive to create an environment where people love what they do, are motivated and equipped to do their best work. Equality: We bring diverse skills, ideas, and experiences to the table, supporting and challenging each other across teams to create something bigger than ourselves. Growth: When our people grow, Jar grows. We create opportunities for learning, development, and meaningful impact. Accountability: The core of our work ethic is taking ownership of our work, showing initiative, and having the freedom to ask questions. Consistency: We believe in doing the right things consistently. Big change doesn’t happen overnight—it’s built one step at a time. Join us and let’s build something amazing together! What employee benefits do we have? Glad you asked! Among other things, we have Medical Insurance for employees and their families ESOPs allocation Pluxee meal card Swish club card for exclusive employee discounts Advance salary plans Relocation assistance L&D programmes Skills: blended process,crm tools,team management,email,conflict resolution,product knowledge,data analysis,chat,customer service,communication,voice Show more Show less