Frontline PS Shift Lead

Realize your potential by joining the leading performance-driven advertising company  As a Frontline PS Shift Lead on the Professional Services team in our Gurgaon office, you'll play a vital role in ensuring smooth day-to-day operations across the Global Support organization. This role requires strong ownership of customer experience KPIs, incident management, and process improvement initiatives. The incumbent will act as a key point of contact for escalations, drive quality and performance standards, and lead continuous improvement efforts across the team.To thrive in this role, you'll need:Bachelor's degree in Engineering, Business, or a related field.5–8 years of experience in AdTech, SaaS, or Technical Support Operations.Proven experience in incident management, process optimization, and KPI ownership.Strong analytical and problem-solving abilities; proficiency in tools like Excel, Tableau, or Salesforce.Excellent communication and stakeholder management skills.Strong ownership and accountability mindset.High customer empathy and solution-oriented thinking.Ability to perform under pressure and manage multiple priorities.Team leadership and coaching capabilities.Continuous improvement and innovation mindset.Bonus points if you have:Experience working in 24×5 or 24×7 global support environments preferred.How you'll make an impact:As a Frontline PS Shift Lead, you'll bring value by:Manager Incident & Escalation by as the central point of contact for all incident-related communications.Identify and document incidents, maintain timelines, and ensure timely stakeholder updates.Drive the incident resolution process to restore normal operations quickly and conduct detailed post-incident reviews, identify root causes, and document lessons learned.Act as Point of Contact (POC) for social-media-based complaints impacting the advertiser experience.Optimize Process & Quality Management by identifying improvement opportunities within Support operations to enhance efficiency and customer satisfaction.Conduct regular KPI and trend analysis to anticipate potential risks or recurring issues.Lead quality audits, prepare findings and recommendations, and follow through on corrective actions.Manager Shift & Operations by overseeing shift scheduling and ad-hoc coverage across domains.Own KPIs and end-to-end ownership of customer experience KPIs: CSAT, NPS, TTFR, TTR, Shift-Left %, Case Age, and Customer Effort Score.People Development & Performance Management by supporting hiring, onboarding, and certification for new team members.Focus on Technical & Project Delivery by acting as a technical escalation point for domain-specific issues.Why Taboola?If you ask Taboolars what they love about working here, they'll tell you that they've been empowered to realize their full potential while growing and learning from and with smart and talented people. They'll also share more about:Adam Singolda, Taboola Founder and CEO says; "You can copy anything from another business but you can't copy a company's culture.Well-being: Enjoy a range of locally relevant benefits and workplace perks.Flexibility: We offer a hybrid work schedule with 3 days in-office with an option to come in more often if desired.Work with some of the biggest names: We work with some of the biggest names in the business. Our publisher partners include Yahoo, Conde Nast, Fox Sports, NBCU, ESPN, CBS, and E Online. Our advertiser clients include Wells Fargo, Honda, Pinterest, Expedia and Honda.Ready to realize your potential?Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.-Learn more about #TaboolaLife on LinkedIn, Facebook, Instagram, X, YouTube, & the Taboola Life Blog.About TaboolaTaboola empowers businesses to grow through performance advertising technology that goes beyond search and social and delivers measurable outcomes at scale.Taboola works with thousands of businesses who advertise directly on Realize, Taboola's powerful ad platform, reaching approximately 600M daily active users across some of the best publishers in the world. Publishers like NBC News, Yahoo, and OEMs such as Samsung, Xiaomi and others use Taboola's technology to grow audience and revenue, enabling Realize to offer unique data, specialized algorithms, and unmatched scale.#LI-SR1#LI-Hybrid