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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