Service Manager - EdTech

– Service Manager

Position: Service Manager

Experience: 4–7 Years

Industry Preference: Internet / Consumer Tech / Premium Services

Education: Bachelors 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.
• Bachelors degree or equivalent qualification.

What Were Looking For

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