Shaadi.Com - Team Lead Customer Services & Sales (Indore)

Designation/Role: Team Lead Customer Service & sales

Location: Indore (Office no 304, 3rd floor, the view building, 1 lad colony, Y.N. Road, Opp. South Tukoganj Police Station, Indore 452020 )

Mode: 5-Days (WFO with rotational week offs.)

Overview - The Customer Support and Service team always represents the voice of the customers. They are
responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. They
are saviors to all our members, who reach out to them through call, chat or email.

Role – The Select Shaadi Manager will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate across the globe. The role involves front-leading a team of 20 people and be accountable for their productivity. The person will be required to pull up his/her sleeves and get involved in every aspect of market development & sales. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical. The candidate needs to be owning and hitting/exceeding quarterly/annual sales targets with the assigned teams.The most valuable traits we are looking for in this role are:
 Ownership - You will own the strategy, delivery, quality, and the outcomes of the customer Support team
and will be accountable for the same.
 User orientation - Create time for customer interactions and user understanding. Start by looking at things
from the user’s perspective and don’t stop until you’ve evaluated how the solution has impacted the user.
 Velocity- You will be expected to deliver results in a fast paced, operationally intensive, and rapidly changing
environment.
 Ethical - Work ethic is about showing up, being on time, being reliable and doing what you say. It is about
being a fundamentally good person that others can count on and enjoy working with.

What you will do in this role
 Develop a deep understanding of Shaadi.com consumer segments across communities, to uniquely
represent and address the specific needs of each Select member.
 Leverage customer insight to remodel & streamline the service process to dramatically increase
matchmaking success and customer satisfaction.
 Ensure that team members are adequately trained and readied to deliver an empathetic personalized
service, as a trusted advisor to the family.
 Envision and implement technology solutions & enhancements to maximize the quality of service delivered
and minimize wasteful productivity losses of the team.
 Plan for rapid expansion in staff, in line with exploding Select membership sales, while ensuring the highest
level of service quality is maintained.
 Managing closed loop process flows for escalation management to ensure that even unsatisfied customers
are delivered an experience which Shaadi.com can be proud of.

What you should have
 7 years of relevant experience with 5 years in Telesales team management, preferably in Internet industry.
 Exposure to value & volume selling is a must.
 Good Understanding of Quality metrics and process improvements.
 Drive performance management by applying and implementing best in class performance metrics.
 Bachelor’s Degree.

Brownie Points
 MBA.
 Well-networked with ability to connect with peers and identify market benchmarks and trends.

About the Company: Shaadi.com

Shaadi.com, the flagship brand of People interactive, is the world's largest matrimonial service. It was founded with one simple objective – to provide a superior matchmaking experience to Indians worldwide

People Interactive (India) Private Limited

Founded: 1996

India’s leading consumer internet company to engineer matchmaking algorithms (Brands: Shaadi.com and Sangam.com)

People Interactive, a world-class consumer internet company in India, is built on an Idea to help Indians find a life partner. Our vision is to build the world’s first togetherness’ company! We want to build a leading platform to find a life partner, discover love and share joy. It was conceived not as a business but as an idea to make people find their match for life, leveraging the digital space most competently. We are doing it with our two brands, i.e. Shaadi.com and Sangam.com. With shaadi.com, We’ve helped 6 million people find a life partner. And with sangam.com, we plan to create a niche as no one has ever seen. So if you love a dynamic work culture, are outcome-oriented, eat data for breakfast, and are obsessed with customers, People Interactive is THE place for YOU!

Shaadi.com, the flagship brand of People interactive, is the world’s largest matrimonial service. It was founded with one simple objective – to provide a superior matchmaking experience to Indians worldwide. The company pioneered online matrimony in 1996 and has continued to lead the exciting matrimony category for 25 years. The service has touched the lives of 35 million people globally and helped over 6 million people find their matches. Among many other awards, Shaadi.com has been recognized as the Most Trusted Matrimonial site and is amongst the world’s 50 Most Innovative Companies, alongside Apple, Google, Facebook, and Amazon. Shaadi.com has also been recognized as the world’s most engaging brand on Facebook.

Sangam.com is a matchmaking service created for parents looking for a life partner for their loved ones. Unlike other Matrimonial services, we provide detailed family and background information to help you take the next step confidently. With over 80 community sites, you can find a match from your own community.

https://careers.peopleinteractive.in/

https://www.shaadi.com/