Service Manager

Job Description

Role Overview

We are looking for an experienced Service Manager to lead a 50+ member customer service team supporting premium/HNI customers across international markets. The role involves ownership of service delivery, sales performance, customer experience, quality, operational metrics, and process improvement.

The ideal candidate should be a hands-on people leader with strong experience in customer service operations, value and volume sales, performance management, and data-driven process improvement.

Key Responsibilities

• Lead and manage a 50+ member customer service/service delivery team and drive overall performance.
• Own service outcomes including quality, customer satisfaction, delivery, and operational KPIs.
• Drive sales targets through value and volume selling, while maintaining a high-quality customer experience.
• Understand premium/HNI customer segments and ensure a personalized and high-quality service experience.
• Track and improve key metrics such as CSAT, AHT, Quality Score, SLA, productivity, shrinkage, and attrition.
• Drive performance management through structured goals, reviews, coaching, and best-practice metrics.
• Identify operational gaps and implement process improvements and data-driven solutions.
• Leverage technology and automation to improve productivity and service quality.
• Manage customer escalations and establish effective closed-loop escalation processes.
• Support business growth and team expansion while maintaining service quality.
• Collaborate with cross-functional teams to improve customer experience and business outcomes.

Requirements

• 4–7 years of relevant experience in customer service, customer experience, service delivery, or contact center operations.
• Experience managing large teams 
• Hands-on experience in value and volume selling 
• Strong understanding of customer service/quality metrics and process improvement 
• Experience managing performance through KPIs, targets, coaching, and reviews.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions.
• Experience handling customer escalations and improving customer experience.
• Exposure to Internet, consumer-tech, matchmaking, hospitality, BFSI, or other customer-centric industries is preferred.
• Bachelor’s degree.
• Willingness to work in a night shift supporting international markets.

More Info

Education