About this role
Company Description
Team Leader – Mail Operations (4+ Years Experience)
Role Summary
Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.
Job Description
Key Responsibilities
- Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met
- Supervise, coach, and develop a team of agents; manage rostering and shift planning
- Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies
- Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions
- Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
- Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols
- Collaborate with cross-functional teams and multi-vendor partners for seamless operations
- Drive continuous improvement initiatives, process optimization, and automation opportunities
Qualifications
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Required Skills & Qualifications:
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4+ years of experience in email operations / Trust & Safety / SOC environments
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Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
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Hands-on experience with Splunk
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Proven experience managing teams in a 24x7 operational setup
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Strong stakeholder management, analytical, and decision-making skills