Team Leader - Customer Service & Quality (D2C startups only)

Company Description

SuperBottoms

Pallavi Utagi

₹22.5 crore in Series A funding

Role Description

The Team Leader (Customer Service & Quality) will oversee daily customer service operations, ensuring high levels of customer satisfaction. Responsibilities include managing customer support teams, addressing customer service issues, enhancing communication strategies, and maintaining quality standards. The role also involves working closely with the ParentTribe communities to gather insights and feedback.

• Lead, mentor, and support your team to deliver excellent customer service
• Monitor team performance on a daily basis and ensure KPIs and SLAs are consistently met
• Conduct regular call/chat/email audits and provide actionable feedback
• Oversee customer feedback management and resolution of escalations
• Ensure processes are followed and continuously improved rate high
• Train team members and ensure they are equipped with functional knowledge
• Provide regular performance reports and updates to management

Qualifications

• Excellent analytical skills for call and chat process reviews
• Strong command of

  Excel

  (pivot tables, lookups, dashboards preferred)
• Strong experience in CRM tools like Telephant, Gokwik, Verve.
• A genuine interest and enthusiasm for our products and customer community

• Experience in a D2C startup environment is a must

• Bachelor's degree in a related field is preferred

Location

Mumbai candidates only