Customer Service Lead

Customer Service Lead

The Customer Service Lead will oversee Karya's centralized CS function, managing a multilingual team of 10–12 representatives. This role ensures that worker queries are resolved quickly, transparently, and with dignity, while building systems that make customer service a strategic pillar of Karya's operations.

Key Responsibilities

1. Recruit, train, and manage a team of multilingual CSRs, while developing SOPs, scripts, and training materials that ensure consistent worker interactions.
2. Monitor team performance, coach for empathy and accuracy, and implement shift systems and workload management so that CSRs are always available without being overburdened.
3. Oversee day-to-day service delivery, ensuring that at least 60% of queries are resolved automatically via the WhatsApp chatbot and 80% at the CSR level.
4. Manage the escalation pipeline so that no more than 15% of queries require Ops, Tech, or Finance intervention, while tracking resolution times to ensure SLAs are met.
5. Conduct regular audits of WhatsApp and call interactions to maintain high standards of accuracy and dignity.
6. Ensure all worker interactions comply with national, international, and company-level policies on privacy and data protection, while maintaining feedback loops with Ops and QA for continuous improvement.
7. Analyze query data to identify recurring issues, systemic bottlenecks, and product gaps. Share insights with Ops, Tech, Learning, and Design teams to improve worker experience, while maintaining dashboards and reporting systems that give leadership visibility into trends.
8. Partner with the M&E team to serve as the voice of the worker inside Karya, advocating for clarity, fairness, and dignity across all touchpoints.
9. Work with Design and Learning teams to test nudges such as videos and guides, monitor worker satisfaction, and update SOPs and processes in line with industry best practices.

Profile & Skills

• Bachelor's degree required
• 4–8 years in CS management, BPO leadership, or social enterprise support required, preference for those who have worked with finance or fin-tech apps.
• Experience managing multilingual or distributed teams is required.
• Strong leadership, process design, and analytical skills.
• Proficient with WhatsApp-based systems, ticketing tools, and dashboards.
• Proficient in tools such as JIRA, Notion, Slack and G-Suite.
• Worker-first mindset: empathetic, process-driven, and collaborative.
• Process-driven with high attention to detail.
• Adaptive and collaborative across multiple functions.
• Curious about best practices in CS and eager to implement them.
• Fluency in English is required.

What We Offer

• Flexible leave and vacation policy
• Hybrid work options
• Insurance as per industry standards
• Access to leaders in technology and social impact sectors
• A chance to contribute meaningfully to AI, digital equity, and rural development

Karya celebrates diversity and is an equal opportunity employer. All applicants will be considered without regard to race, religion, gender identity, sexual orientation, disability, or any other protected status. If you need accommodations to apply, please contact us at hr@karya.in