SuperBottoms is on a strong growth trajectory, operating at a healthy run rate with plans to achieve EBITDA positivity in the next fiscal year. Originally a cloth diaper company, we've evolved into a full kids' bottomwear brand offering diapers, underwear, joggers, and more. Our vision is to become the pioneer of kids bottomwear, a one-stop destination for functional, stylish, and comfortable essentials. As a category-creating brand, we thrive on innovation and offer an exciting, dynamic workplace for those who love experimentation and solving real-world challenges.
Website: www.superbottoms.com
Job Title:
Team Leader - Customer Support & Quality
Location: Must be from Mumbai (hybrid work)
About the Role:
We're looking for a passionate and driven individual to lead our MomsConnect Customer Support Team. As a Team Leader, you'll play a key role in ensuring excellent customer experiences, maintaining high team performance, and fostering a culture of open communication and continuous learning. This role is perfect for someone who thrives in dynamic environments and is excited to make an impact.
Experience Required:
2-3 years of experience as a Team Leader & Quality in Voice/Non-Voice Customer Service
Hands-on experience in managing key metrics like
Attrition
,
Shrinkage
, and
SLA adherence
Work Schedule:
5 days a week
(6 days during training period)
Rotational Shifts
with
Weekly Rotational Offs
Key Responsibilities:
Lead, mentor, and support your team to deliver excellent customer service
Monitor team performance on a daily basis and ensure KPIs and SLAs are consistently met
Conduct regular call/chat/email audits and provide actionable feedback
Oversee customer feedback management and resolution of escalations
Ensure processes are followed and continuously improved
Create, review, and update SOPs and Knowledge Base documents
Coordinate with internal teams and external stakeholders for smoother workflows
Drive engagement and keep team morale high
Train team members and ensure they are equipped with functional knowledge
Provide regular performance reports and updates to management
Skills Required:
Excellent analytical skills for call and chat process reviews
Strong command of
Excel
(pivot tables, lookups, dashboards preferred)
High level of ownership and adaptability to
startup dynamics
A genuine interest and enthusiasm for our products and customer community
Applications can be shared at lisha.k@superbottoms.com
Job Type: Full-time
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
Flexible schedule
Health insurance
Provident Fund
Work from home
Shift availability:
Day Shift (Preferred)
Night Shift (Preferred)
Overnight Shift (Preferred)
Work Location: In person
Speak with the employer
+91 9769098209
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