Service Operations Manager

6 days ago


Thāne, Maharashtra, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 14,00,000
Customer Service Team Lead Job Description

We are seeking an experienced and proactive team lead to oversee daily operations and drive customer satisfaction.

  • Manage a blended process, ensuring high service levels, coaching team members, and implementing process improvements.
  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
Required Skills and Qualifications:

Bachelor's degree or equivalent work experience, minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.

  • Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
Key Responsibilities:

Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement. Handle escalated customer queries and resolve complex issues efficiently.

  • Work with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Ensure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.

Benefits: Flexible shifts and weekend support if needed.

We look forward to hearing from you



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