Service Team Lead

Service Team Lead Job Description
Role Overview
As a Service Team Lead at Shaadi.com, you will lead a team responsible for delivering outstanding customer experience to members seeking trusted, safe, and smooth matchmaking services.
Your role ensures that users, whether free or premium, receive timely support, guidance, and issue resolution across voice and WhatsApp channels.

Key Responsibilities
1. Team Leadership & Performance

• 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
Must-Have

• 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
You will be measured on:

• CSAT / NPS improvement
• First Response Time
• First Contact Resolution
• Escalation handling turnaround
• Quality audit scores
• Team attendance & productivity compliance

Growth Path
From this role, you can grow into:

• 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)