Job Title: Lead – Member Support Team (Audit/Quality Check) — Habuild Location: Nagpur About 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. With over 1 Crore members across 100+ countries, Habuild is building the largest wellness movement rooted in daily discipline, consistency, and care. As we scale rapidly, we’re looking for a quality-focused and process-driven leader to head the Audit and Quality Check vertical within our Member Support Team . This role is central to ensuring we consistently deliver exceptional support experiences to our growing global community. What You’ll Do Own and evolve the quality audit framework for Community Support across chat, voice, and email channels Lead the quality and audit vertical of the Member Support team, ensuring high standards of accuracy, empathy, and responsiveness. Design and implement quality check processes, review frameworks, and audit schedules for chat, call, and email support. Monitor and evaluate interactions to identify gaps in training, tone, resolution, and escalation handling. Provide actionable feedback to support agents and drive continuous improvement through coaching and retraining. Build a QC dashboard to track key metrics, resolution time, accuracy scores, etc. Collaborate with internal product and tech teams to work with AI-backed quality control tools—help fine-tune models, validate scoring logic, and assimilate AI-generated findings into actionable insights Collaborate closely with support operations, training, and product teams to enhance the overall customer experience. Define quality benchmarks, and ensure adherence through regular audits. Implement tools or processes to automate QC sampling, feedback loops, and reporting. Lead a small team of quality analysts (if applicable), ensuring delivery against audit SLAs What We’re Looking For 3–4 years of experience in a support QA/audit role, preferably in a B2C setup (wellness, edtech, or consumer tech is a plus), or experience in customer support or BPO environments Experience with support channels like chat, voice, or email is a must Proven experience in setting up and scaling audit and quality review processes. Strong attention to detail with the ability to identify process inefficiencies and user pain points. Excellent communication and coaching skills — able to give clear, constructive feedback to agents. Hands-on with support QC tools, CRM/ticketing systems, and Excel/Sheets for reporting and data slicing. Ability to thrive in a fast-paced, evolving environment with a strong ownership mindset. Strong process orientation and data-driven decision-making.

Job Title: Lead – Member Support Location: Nagpur About 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 Do Lead 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 What We’re Looking For 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 startups Strong leadership and team management skills — experience managing 50+ person support teams Hands-on experience with support tools and comfort with Excel/Sheets-based reporting, operationally sound with experience in tracking and analyzing support metrics across multiple functions Clear 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 scenarios Process-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. Why Join Us? Mission-first: Help people transform their lives through daily wellness habits. Ownership & Impact: Lead one of the most critical touchpoints between Habuild and our members. Cross-functional Role: Work closely with expert teams, product, and leadership. People-first Culture: Join a team that values empathy, discipline, and real-world results.