Member Support Lead (Customer Support/ BPO)

Job Title: Member Support Lead (Customer Support/ BPO)Location: NagpurAbout Habuild:Habuild is India's first habit-building platform — starting with daily yoga. Our mission is to make habit building simple, consistent, and joyful for every household. Whether you're 3 or 91, we help you show up daily.Trusted by over 1 Crore members from 100+ countries, we're redefining how people build lasting wellness habits through daily consistency, expert guidance, and community-driven care.As we grow rapidly, we're looking for a strong people and process leader to manage our member support function across calling, email, and backend coordination with yoga/physio experts and data/Payment teams. If you thrive in high-growth environments and care deeply about customer experience, this role is for you.

What You'll DoLead the day-to-day operations of the calling and email-based member support teams - ensuring responsiveness, accuracy, and a high-empathy tone of communication Oversee and coordinate efforts across Yoga & Physio Support Teams, Payments Support, and the Data Management Team, ensuring each functions smoothly and in alignment with member needs and internal SLAs Own the support experience end-to-end — ensuring timely, empathetic, and effective communication with members. Act as the escalation point for complex or sensitive queries across these functions—whether it's a therapy concern, a payment issue, or a data correction request Build SOPs, escalation workflows, and communication templates to scale operations efficiently. Track key support metrics and drive continuous improvement - such as resolution time, CSAT, error rates, and backlog across functions and proactively take action to address gaps Lead training and performance reviews for the support team - Work closely with leads and shift in-charges to monitor team performance, resolve roadblocks, and maintain service quality across all verticals Collaborate cross-functionally with product, growth, and expert teams to close feedback loops - and surface member insights and contribute to systemic improvements Conduct regular huddles and team reviews, ensuring morale, clarity, and accountability across both frontline and backend teams Champion Habuild's empathy-first culture, guiding every team to go beyond transactional support and create meaningful member connections

3-5+ years of experience in leading member support operations leading cross-functional support teams (voice, email, and backend operations) — preferably in B2C, wellness, edtech, or service-based startupsStrong leadership and team management skills — experience managing 50+ person support teamsClear and effective communicator, fluent in both English and Hindi (spoken + written). Excellent communication and problem-solving skills, especially in high-emotion or high-stakes member scenariosProcess-driven, empathetic, and calm under pressure — you lead by example and inspire the team.Prior experience working with subject-matter experts like yoga instructors, coaches, or healthcare professionals is a bonus.