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
Pay: Up to ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
