Job Description – Associate Service Manager
Position: Associate Service Manager
Industry Preference: Internet / Consumer Tech
Education: Bachelor's Degree
Team Size: 50+ Members
Language: Tamil
Location: Chennai
About The Role
We are looking for a dynamic and hands-on
Associate Service Manager to lead a large customer service team supporting premium/HNI customers.
The role will be responsible for
strategy, sales, operations, service delivery, customer experience, and team performance. The ideal candidate should be analytical, strategic, customer-focused, and comfortable working in a fast-paced, high-growth environment.
Key Responsibilities
- Lead and manage a team of 50+ members, ensuring strong performance and service quality.
- Own the P&L, service delivery, quality, and overall success metrics of the service team.
- Understand premium/HNI customer segments and develop personalized, empathetic, and premium service experiences.
- Drive quarterly and annual sales targets and deliver business results through the team.
- Manage both value and volume selling initiatives.
- Use data and analytics to improve service processes and operational efficiency.
- Drive improvements across key metrics including:
- CSAT – Customer Satisfaction
- AHT – Average Handle Time
- Quality Scores
- SLA – Service Level Agreement
- Shrinkage
- Attrition
- Identify and implement technology solutions to improve service quality and reduce productivity loss.
- Build effective escalation-management and closed-loop resolution processes.
- Ensure high customer satisfaction even while handling complex or escalated cases.
- Plan and support rapid team expansion while maintaining service quality and operational standards.
- Drive performance management using clearly defined and best-in-class performance metrics.
Candidate Requirements
- 4–7 years of relevant experience in customer service, service operations, sales, or related functions.
- Proven experience in team management, preferably managing large teams.
- Experience in the Internet / Consumer Tech industry is preferred.
- Tamil language proficiency is required.
- Strong exposure to value and volume selling.
- Good understanding of quality metrics and process improvement.
- Strong analytical and strategic thinking skills.
- Proven ability to drive team performance through effective KPIs and performance management.
- Strong customer-centric approach with excellent communication and stakeholder-management skills.
- Comfortable working in a fast-paced and high-growth environment.
- Bachelor's Degree.
Why Join
This is a
high-visibility leadership role where your decisions will directly influence business growth, customer satisfaction, and the overall success of a premium customer service operation.
Skills: customer service,customer satisfaction,management,high-growth,hni,sales,customer,service quality
