Customer Service Leader

Shaadi.com · Mumbai

  • Experience3–4 yrs
  • SalaryNot disclosed
  • Work modeonsite
  • Levelmid
  • Posted18 Sept 2026
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About Shaadi.com

Shaadi.com is hiring in Mumbai in hospitality travel. This role looks for around 3+ years of experience.

Skills

  • customer service
  • customer journey management
  • service operations
  • SLA management
  • CSAT
  • workforce management
  • automation
  • AI
  • B2C operations
  • NRI customer service

The role

A customer service leader at a consumer marketplace builds personalised NRI VIP experiences, redesigns customer journeys, and drives service operations with automation and AI. The role develops managers and advisors, owns SLAs and CSAT, and resolves complex escalations.

Full job description

💘 What’s This All About?

If you believe love deserves world-class service, this is your arena. As the Customer Service Leader – VIP Service, you’ll lead a 100+ NRI member, high-touch service organisation that delivers deeply personalised, premium experiences every single day.This isn’t customer support—it’s relationship orchestration at scale. If you’ve built large B2C service teams, nurtured strong culture, and thrive in high-accountability environments, this role is where you’ll shine.

🧠 What You’ll Do💬 Craft Signature NRI VIP ExperiencesEnable teams to decode unspoken needs and personalise interactions with warmth and precision.🧩 Build a Zero-Friction Customer JourneyIdentify bottlenecks, redesign processes, and deliver a seamless end-to-end service experience.👑 Grow Leaders Across a Large OrgCoach managers and team leads, and build a stable, high-performing leadership pipeline across 100–150 advisors.

⚙️ Drive Operational & Tech ExcellenceOwn SLAs, CSAT, quality, workforce rhythms, and champion smart automation and AI-led efficiency.📈 Run It Like a Business OwnerPlan scale, drive productivity, and ensure consistent, predictable business outcomes with discipline.🔥 Own Escalations & ReputationResolve complex situations with calm confidence and protect the VIP promise at all times.

🚀 Who You Are🔹 Deeply customer-focused with a proven service-first mindset🔹 Have led 100+ NRI member B2C operations with strong, stable impact🔹 Builder DNA—process, discipline, systems, and culture creation🔹 Data-driven, yet high on empathy (EQ + IQ balance)🔹 One strong 3+ year stint demonstrating stability, ownership, and growth🔹 Calm under pressure, solution-oriented, and steady in high-intensity environments

🎁 What You’ll Get✨ A mission that creates real-life impact🚀 Fast, bias-for-action culture with zero politics🎯 Ownership of a marquee NRI VIP Service business🌱 A steep learning curve and big leadership opportunities👊 A tribe of smart, grounded, and supportive teammates

🎉 Still Reading?Then you’re exactly the kind of leader who doesn’t flinch, doesn’t drift, and doesn’t lose momentum.Apply now and build a world-class NRI VIP Service engine that brings thousands closer to their “I do.