Customer Support Lead

About Role - Curefit Healthcare Pvt Ltd, founded in 2016, is Indias largest fitness company and wellness platform. Cult, from the house of Curefit, was established with a mission to make fitness easy, fun and accessible to everyone, and has emerged as a community celebrating the joy of fitness. The brand today offers a range of fitness services ranging from group workouts, gyms and personalized fitness solutions, as well as an expansive selection of quality fitness products for the everyday athlete. The companys vision is to empower everyone towards an active and healthier lifestyle through innovative fitness solutions, enabled by technology.

Role Overview -

The Customer Support Lead oversees daily operations for a team of 1520 CS consultants, ensuring optimal capacity planning, roster management, and adherence to SLAs, quality, and productivity targets. The role focuses on maximizing efficiency through data-driven monitoring, coaching, and performance management. The Team Lead collaborates with stakeholders to reprioritize work, resolve operational blockers, and implement process improvements aligned with business goals.

Roles and Responsibilities -

• Demonstrates strong passion for data, efficiency, accuracy, and people development.
• Reviews team capacity daily to identify risks, opportunities, and reprioritize work aligned with business goals.
• Collaborates with internal and external stakeholders to execute operational and business initiatives.
• Manages 1520 CS consultants, monitoring queue adherence, volume, and quality across operations.
• Handles roster management by creating weekly schedules to balance capacity across processes.
• Drives productivity and utilization through supervision, training, data analysis, and performance feedback.
• Ensures adherence to SLAs and task completion targets within available capacity.
• Files, tracks, and follows up on tickets impacting productivity and workflow.
• Designs and implements performance improvement plans with regular coaching and feedback.
• Leads process improvement initiatives and supports new workflow rollout projects.

Requirements / Preferred Qualifications:

• 2-3 years of people management experience
• Bachelors degree or equivalent experience
• Intermediate to advanced MS Excel skills
• Strong attention to detail, organization, and judgment
• Ability to prioritize and adapt in a fast-paced, dynamic environment
• Proven leadership skills with a proactive, high-energy, ownership mindset