Lead – Member Support

4 weeks ago

Nagpur, India Habuild Full time

About Habuild:

Habuild is India's first habit-building platform — starting with daily yoga. Our mission is to make habit building simple, consistent, and joyful for every household. Whether you're 3 or 91, we help you show up daily.

Trusted by over 1 Crore members from 100+ countries, we're redefining how people build lasting wellness habits through daily consistency, expert guidance, and community-driven care.

As we grow rapidly, we're looking for a strong people and process leader to manage our
member support function

across calling, email, and backend coordination with yoga/physio experts and data/Payment teams. If you thrive in high-growth environments and care deeply about customer experience, this role is for you.

What You'll Do

  • Lead the day-to-day operations of the
    calling and email-based member support teams

  • ensuring responsiveness, accuracy, and a high-empathy tone of communication

  • Oversee and coordinate efforts across
    Yoga & Physio Support Teams

,
Payments Support

, and the
Data Management Team

, ensuring each functions smoothly and in alignment with member needs and internal SLAs
- Own the support experience end-to-end — ensuring timely, empathetic, and effective communication with members.
- Act as the escalation point for complex or sensitive queries across these functions—whether it's a therapy concern, a payment issue, or a data correction request
- Build SOPs, escalation workflows, and communication templates to scale operations efficiently.
- Track key support metrics and drive continuous improvement - such as resolution time, CSAT, error rates, and backlog across functions and proactively take action to address gaps
- Lead training and performance reviews for the support team - Work closely with leads and shift in-charges to monitor team performance, resolve roadblocks, and maintain service quality across all verticals
- Collaborate cross-functionally with product, growth, and expert teams to close feedback loops - and surface member insights and contribute to systemic improvements
- Conduct regular huddles and team reviews, ensuring morale, clarity, and accountability across both frontline and backend teams
- Champion
Habuild's empathy-first culture

, guiding every team to go beyond transactional support and create meaningful member connections

What We're Looking For

  • 3-5+ years of experience in leading member support operations leading cross-functional support teams (voice, email, and backend operations)
  • — preferably in B2C, wellness, edtech, or service-based startups
  • Strong leadership and team management skills — experience managing 50+ person support teams
  • Hands-on experience with support tools and comfort with Excel/Sheets-based reporting, operationally sound with experience in tracking and analyzing support metrics across multiple functions
  • Clear and effective communicator, fluent in both English and Hindi (spoken + written). Excellent communication and problem-solving skills, especially in high-emotion or high-stakes member scenarios
  • Process-driven, empathetic, and calm under pressure — you lead by example and inspire the team.
  • Prior experience working with subject-matter experts like yoga instructors, coaches, or healthcare professionals is a bonus.

Why Join Us?

Mission-first:

Help people transform their lives through daily wellness habits.

Ownership & Impact:

Lead one of the most critical touchpoints between Habuild and our members.

Cross-functional Role:

Work closely with expert teams, product, and leadership.

People-first Culture:

Join a team that values empathy, discipline, and real-world results.

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