Service Team Lead

Service Team Lead – Customer Support

Location: Ahmedabad (On-site)

Employment Type: Full-time

Salary: Fixed salary up to INR 55,000 per month

Language Requirement: Gujarati mandatory

Hiring Partner: StaffAnchor Talent Solutions (on behalf of an esteemed client)

Job Summary

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.

Key Responsibilities

- 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

Required Qualifications

- 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

Preferred Qualifications

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

Key Performance Indicators

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

Work Details

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

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