About this role
Position Overview
The Customer Service & Brand Engagement Team Lead will oversee the daily operations of ZURU’s Customer Service, Influencer Coordination, and Social Media teams based in India. This role focuses on ensuring the team is hitting KPIs, maintaining service quality, and fostering seamless collaboration with the New Zealand-based Brand Engagement team. The position is people-management heavy, ensuring efficient scheduling, leave management, and performance oversight.
Roles & Responsibilities
Team Leadership & People Management
· Lead and manage the India-based Customer Service, Influencer, social and Claims team members.
· Oversee workload distribution to ensure KPI achievement across all verticals.
· Approve and manage annual leave, shift scheduling, and roster planning to maintain optimal coverage.
· Monitor and report on individual and team performance metrics.
KPI & Performance Management
· Ensure all Customer Service, Content Scheduling, Influencer Research and Claims SLAs are met or exceeded.
· Track and report on consumer feedback, VOC’s, influencer/creator management, social media management monthly.
· Provide feedback and coaching to team members where required (operational, not strategic).
Cross-Regional Collaboration
· Act as the primary operational link between the India-based team and the New Zealand Brand Engagement team.
· Share regular progress updates, performance reports, and escalations with the NZ team.
· Support NZ-based leads in implementing strategies and process improvements.
Operational Excellence
· Ensure adherence to existing SOPs, workflows, and escalation processes.
· Flag any operational issues, gaps, or resourcing concerns to the NZ team and Indian HR.
· Coordinate with NZ stakeholders to align on priorities and capacity planning.
Skills & Experience
📌 3+ years Proven team leadership experience in a customer service, claims, or influencer coordination environment.
📌 Strong organisational skills with the ability to manage multiple priorities and schedules.
📌 Excellent communication skills, including cross-cultural collaboration.
📌 Proficient in KPI tracking, reporting, and operational problem-solving.
📌 Strong interpersonal skills with the ability to build team morale and accountability.
📌 Ability to work in a fast-paced, global business environment.
What do we Offer?
💰 Competitive compensation
🚑 Medical Insurance for self & family
🚩 Training & skill development programs
🤘🏼 Work with the Global team, Make the most of the diverse knowledge
🍕 Several discussions over Multiple Pizza Parties
A lot more! Come and discover us!
#LI-RD2
Other facts
About ZURU
ZURU is a disruptive and award-winning company that designs, manufactures and markets innovative toys and consumer products.
Inspired by kids and imaginative play, ZURU is one of the fastest growing toy companies in the world and is known for their agility, creativity and new-age manufacturing techniques.
The company that started in New Zealand now employs more than 5,000 staff across 18 offices, produces 600,000 toys a day and distributes to most major retailers in over 120 countries.
ZURU has delighted millions of families all over the world with brands such as Bunch O Balloons™, X-Shot™, Rainbocorns™, Robo Alive™, Smashers™, 5 Surprise™ and Metal Machines™ as well as through partnerships with entertainment properties, including Nickelodeon, Disney, Universal Studios and DreamWorks.
With a strong commitment to the community, ZURU supports Captivating International, local China orphanages and also student development programs in Asia and in New Zealand.
ZURU will continue to pave new ways for kids to play and focuses on reimagining what this looks like every day.
What you'll do
- The Team Lead will oversee daily operations of the Customer Service, Influencer Coordination, and Social Media teams. They will ensure KPI achievement and maintain service quality while fostering collaboration with the New Zealand-based Brand Engagement team.
Ready to join ZURU?
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