Service Manager - EdTech
Docdort · Mumbai · onsite · Posted 53d ago
Not disclosed4–7 yrsfulltimeSourced from
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About this role
Job Description – Service Manager
Position: Service Manager
Experience: 4–7 Years
Industry Preference: Internet / Consumer Tech / Premium Services
Education: Bachelor's Degree
Team Size: 50+ Members
Location: Thane
About The Role
We are looking for an experienced and dynamic Service Manager to lead a large customer service and premium matchmaking/service team. The role will be responsible for driving service delivery, customer experience, sales, operations, quality, and overall business performance.
The ideal candidate should be strategic yet hands-on, with strong experience in team management, value & volume sales, customer service operations, and process improvement.
Key Responsibilities
A leader who can combine people leadership, business ownership, sales orientation, customer obsession, and data-driven decision-making to build a high-performing service organization.
Skills: service quality,customer service,customer experience,operations,customer satisfaction,management
Position: Service Manager
Experience: 4–7 Years
Industry Preference: Internet / Consumer Tech / Premium Services
Education: Bachelor's Degree
Team Size: 50+ Members
Location: Thane
About The Role
We are looking for an experienced and dynamic Service Manager to lead a large customer service and premium matchmaking/service team. The role will be responsible for driving service delivery, customer experience, sales, operations, quality, and overall business performance.
The ideal candidate should be strategic yet hands-on, with strong experience in team management, value & volume sales, customer service operations, and process improvement.
Key Responsibilities
- Lead and manage a team of 50+ members, ensuring strong productivity, performance, and service quality.
- Own P&L, service delivery, quality, and business success metrics for the team.
- Develop and execute strategies to improve customer satisfaction, retention, service quality, and overall customer experience.
- Understand premium/HNI customer segments and create personalized, empathetic, and high-quality service experiences.
- Drive quarterly and annual sales targets, with strong exposure to both value and volume selling.
- Monitor and improve key operational metrics including:
- CSAT – Customer Satisfaction Score
- AHT – Average Handle Time
- Quality Scores
- SLA – Service Level Agreement
- Shrinkage
- Attrition
- Identify process gaps and use data/analytics to improve operational efficiency and service outcomes.
- Drive performance management through clearly defined and industry-best performance metrics.
- Leverage technology and automation to improve service quality and reduce productivity losses.
- Develop effective escalation-management processes and ensure timely resolution of critical customer issues.
- Plan and manage rapid team expansion while maintaining service quality and operational standards.
- Work closely with cross-functional teams to drive business growth and enhance customer experience.
- 4–7 years of relevant experience in customer service, service operations, sales, or related functions.
- Prior experience in team management, preferably managing large teams.
- Experience in the Internet / Consumer Tech industry is preferred.
- Strong exposure to value and volume selling is mandatory.
- Good understanding of customer service quality metrics and process improvement.
- Strong analytical, strategic, and problem-solving skills.
- Proven ability to drive team performance through structured KPIs and performance management.
- Strong customer-centric mindset with excellent communication and stakeholder-management skills.
- Ability to work in a fast-paced, high-growth environment.
- Bachelor's degree or equivalent qualification.
A leader who can combine people leadership, business ownership, sales orientation, customer obsession, and data-driven decision-making to build a high-performing service organization.
Skills: service quality,customer service,customer experience,operations,customer satisfaction,management
Sourced from foundit
Skills
Customer Servicevolume sellingService qualityProcess Improvementteam managementData Analyticscustomer satisfaction managementSalesService Operations