Manager - Customer Service
Pylon Management Consulting · Chennai · onsite · Posted 44d ago
About a minute. You'll make an account on the way through.
About this role
The Role: Service Manager
You will be front-leading a team of 50+ rock stars and will be responsible for delivering the highest match success rate across the globe. This is a strategic, high-visibility role where your decisions directly impact business growth and member happiness. You will own strategy, sales, operations, and market development for our HNI premium members.
What You'll Own:
- Strategy & Outcomes: Own the P&L, delivery, quality, and success metrics of the VIP service team
- Customer Obsession: Be close to the customer. Understand HNI segments across communities and design services that feel personal, empathetic, and premium
- Speed & Scale: Deliver results in a fast-paced, high-growth environment. Plan for rapid team expansion without compromising quality
- Sales Leadership: Own and exceed quarterly & annual sales targets with your team. Experience in value & volume selling is key
- Process Excellence: Leverage data to remodel service processes. Drive CSAT, AHT, Quality Scores, SLA, Shrinkage & Attrition down
- Tech & Innovation: Champion tech solutions to improve service quality and reduce productivity waste
- Escalation Mastery: Build closed-loop processes so even an unhappy member leaves with experience
What We're Looking For:
- 4 - 7 years of relevant experience with team management, preferably in the Internet industry
- Exposure to value & volume selling is a must
- Good understanding of quality metrics and process improvements
- Drive performance management by applying and implementing best in class performance metrics
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About Pylon Management Consulting
Pylon Management Consulting
Recruitment
175
employees
Bangalore
India
About
About Pylon Management Consulting
Founded in 2004, in its 19th Year of operation, PYLON is the India's leading Talent Search Company founded and led by people from the premier colleges like IIT Delhi, IIT Mumbai, and PEC Chandigarh. We are an 100+ people strong company with offices in Gurgaon, Bangalore, Mumbai and Kolkata. We specialize in sourcing, assessing and placing exceptional talent that fits our client's culture and business strategy. We have developed an enviable reputation for excellent service within the industry. We act as a gateway to provide talent acquisition and management services to our customers. We provide Talent Search and Recruitment Services to a variety of industries and functions.
Industry Focus: IT - Software & Hardware, KPO, e-commerce, Banking Financial Services and Insurance (BFSI), KPO, Management Consulting, FMCG/CD, Investment Banking, Hospitality, Telecom, Infrastructure.
Functional Focus: Information Technology- All functions, Finance/Accounts, Sales/Marketing, Human Resource (HR), Operations, Auditing, Legal/Compliance, Data Analytics/Statistical Modeling/Statistician, Market Research, Purchase/Supply Chain management, KPO operations etc.
We are a young team of hardworking and dedicated professionals always committed to serve our customers with passion, zeal and enthusiasm.
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Culture
3.5
Career growth
3.3
Work-life
3.8
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