Job Description

Job Opening: Team Lead - Customer Service

Location:

Chembur, Mumbai (On-site | Full-Time)

Department:

Customer Service

Company:

Zouk (www.zouk.co.in)

About Zouk

Zouk is a proudly Indian, 100% PeTA-approved vegan lifestyle brand offering stylish and functional bags, wallets, and footwear. Backed by leading investors such as Stellaris Venture Partners, Titan Capital, and founders of Mamaearth, WOW Skin Science, and Beardo, Zouk has served over

3,50,000+ customers

.

Our products have been organically featured across top media platforms including

CNBC TV18, ELLE, Cosmopolitan

, and in shows like Sherni, Majaa Maa, Little Things 3, and Hush Hush.
We are on a mission to build a global consumer brand from India -- and we'd love for you to be a part of this journey.

Role Overview

We are looking for a

Team Lead - Customer Service

to lead our customer support function and ensure that every customer receives a delightful experience across all communication channels.

Key Responsibilities

Lead, mentor, and motivate the customer support team to deliver exceptional service. Oversee daily operations across email, chat, phone, WhatsApp, and social media. Ensure response and resolution SLAs are consistently met while maintaining high CSAT. Handle and resolve customer escalations with empathy and efficiency. Monitor interaction quality and coach team members for ongoing improvement. Identify recurring issues and collaborate with cross-functional teams to address root causes. Create and maintain FAQs, help-center articles, and support templates. Track, analyze, and report on key CX metrics (CSAT, NPS, escalations, etc.). Work closely with marketing, operations, and product teams during campaigns, launches, and peak seasons. Act as the voice of the customer, sharing feedback to enhance processes and overall experience.

Who We're Looking For

3-5 years of customer support experience, with 1-2 years in a team lead/leadership role. Experience in e-commerce or D2C brands is highly desirable. Excellent communication skills in English & Hindi (additional languages are a plus). Strong problem-solving ability with a customer-first mindset. Hands-on experience with CX tools like Freshdesk, Exotel, and ORM platforms. Data-driven, organized, and comfortable working in a fast-paced environment. An empathetic leader who can balance team growth with customer satisfaction goals.
Job Type: Full-time

Pay: ₹400,000.00 - ₹700,000.00 per year

Application Question(s):

Do you have 3-5 years of experience in Domestic customer support? Do you have at least 1-2 years of experience in a team lead or leadership role? Have you worked in an e-commerce or D2C company? Are you comfortable working on-site in Chembur, Mumbai? Do you have experience managing customer support across multiple channels (email, chat, phone, WhatsApp, social media)? Have you used CX tools such as Freshdesk, Exotel, or ORM tools? What is your current CTC, Expected CTC and Notice Period?
Work Location: In person