Operations Team Lead

About the company

(www.usefaff.com)

Founded by IIT Bombay and IIT Delhi graduates and backed by Nexus Venture Partners, faff is an early-stage consumer-tech company based out of HSR, Bangalore. We are building an affordable human + AI personal assistant service that helps busy working professionals save time and mental space by delegating everyday chores.

Our service is powered by a high-performing operations team that executes hundreds of different real-world tasks daily, from doctor appointments to home services to complex coordination problems. As we scale, we need strong frontline leadership that can run day-to-day execution like a machine while still improving the system every week.

Job Description

At faff, the Team Lead is the owner of day-to-day execution quality and team performance for a pod of operations executives. This is a people plus process role. You will ensure tasks are handled on time, communication is clean, escalations are solved quickly, and the team is consistently meeting output and quality standards.

This is not a just supervise role. You will actively run the floor, spot patterns in failures, fix bottlenecks, coach team members, and make sure the system is tight even when things get messy. You will work closely with Operations Managers and the founding team to translate bigger goals into daily execution routines.

If you like taking ownership, running teams, improving systems, and being the person who makes things work no matter what, this role is for you.

What you'll do

• Team Management and Daily Execution
• Quality, Coaching, and Performance
• Process and Structure Building
• Reporting and Goal Ownership
• Cross-Team Coordination

What we're looking for

• 46 years of work experience in operations, customer support, service delivery, hospitality operations, or similar roles.
• Prior experience leading a small team, mentoring, shift supervision, or being a senior on the floor.
• Strong execution mindset, you notice gaps, you fix them, you follow through.
• Comfort with fast-paced environments, ambiguity, and high daily volume.
• Strong communication skills, verbal and written, with an ability to keep things crisp.
• High ownership and accountability, you take responsibility for outcomes, not effort.

Nice to have

• Experience in call center floor management, hospitality team supervision, or service operations.
• Experience working with SOPs, QA processes, or escalation playbooks.
• Exposure to basic data tracking, dashboards, or performance reporting.