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
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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
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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
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Own the support experience end-to-end — ensuring timely, empathetic, and effective communication with members.
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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
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Build SOPs, escalation workflows, and communication templates to scale operations efficiently.
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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
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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
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Collaborate cross-functionally with product, growth, and expert teams to close feedback loops - and surface member insights and contribute to systemic improvements
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Conduct regular huddles and team reviews, ensuring morale, clarity, and accountability across both frontline and backend teams
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Champion Habuild’s empathy-first culture, guiding every team to go beyond transactional support and create meaningful member connections
What We’re Looking For
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3-5+ years of experience in leading member support operations leading cross-functional support teams (voice, email, and backend operations)
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— preferably in B2C, wellness, edtech, or service-based startups
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Strong leadership and team management skills — experience managing 50+ person support teams
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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
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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
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Process-driven, empathetic, and calm under pressure — you lead by example and inspire the team.
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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.
