Team Lead , Managed Response

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Job Summary:

You will fulfill the day-to-day requirements of managed services for a number of customers at all stages of their life cycles, liaising with both internal and external teams. A large portion of your work will involve managing review response coordinators and helping them in responding to reviews and managing that process for your designated customers.

Responsibilities:

● Create an inspiring team environment with an open communication culture

● Collaborate with the team in U.S. and guide the Team in India on process & delivery

● Monitor and report on KPIs and SLAs, and escalate issues when necessary

● Manage and delegate work, and hold team members accountable

● Monitor individual and team performance and report on metrics to management

● Discover training needs and provide coaching

● Conduct weekly one to ones with team members

● Working closely with engineering and product on customer and team product

implementation and feature requests

● Cross train employees on various Managed Response functions to ensure smooth functioning of all the queues

● Forecasting and Analysing Volume trends and making staffing recommendations as and when required.

● Suggest and organise team building activities

● Handle and manage customer Escalations, provide constructive feedback when needed, track progress against feedback, and create action plans to reduce escalations

● Ability to prioritise tasks

● Proactive communication and responsive to all forms of communication

● Open to work 24/7

● Additional duties as assigned.

Qualifications:

● 4-7 years’ experience in customer service and managing a team (including interviewing, hiring, coaching, or relevant experience) preferred with a Bachelor's Degree in any relevant field is a must.

● Strong client communication skills (both verbal and written communication, digitally and in-person)

● Strong communication and partnership skills assisting teams cross-functionally within the organisation

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

• Health Insurance & Wellness Benefits: Group Health Insurance: Medical Insurance with floater policy of up to Rs 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-laws

• Maternity Benefits: Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacy

• Life Insurance: Insurance at 3x annual cost to the company (Term Insurance, GPA)

• Accident/Disability Insurance: Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA)

• OPD: As part of your health benefits, Employees are entitled to an annual OPD allowance of ₹7,500. This can be used for doctor consultations, diagnostic tests, and prescribed medications. The benefit is applicable to both the employee and eligible dependents and should be claimed within a month's time.

• AHC: All employees are eligible for one complimentary Annual Health Check each year. Employees may also extend this benefit to their dependents, they can avail the same package at the specially negotiated rates, payable by the employee.

Leaves

• Company Holidays: 10 paid holidays per year (see annual Holiday Calendar)

• Casual/Sick Leave: 12 days per year (pro-rated)

• Earned Leave: 2 days per month (pro-rated)

• Extended Company Holidays: 4 additional paid days off

• Maternity Leave: 6 months

• Paternity Leave: 10 working days

• Bereavement Leave: 10 working days

Car Lease:

• Reputation is offering a Car Lease Program that allows employees to lease a car with no upfront cost or down payment. They benefit from a fixed monthly lease rental and 20-30% tax savings.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.