Be the Voice of Our Members
At Shaadi.com, our Customer Service team is the heartbeat of our brand. We dont just answer calls we understand needs, deliver on promises, and help create life-long relationships. Now were looking for a leader to take our VIP Matchmaking Service to the next level
The Role: Service Manager
Youll be front-leading a team of 50+ rockstars and will be responsible for delivering the highest match success rate across the globe This isnt a desk job. Youll roll up your sleeves and own strategy, sales, operations, and market development for our HNI premium members. If youre analytical + strategic + hands-on, this is for you.
What Youll 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 rapid-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 a "Wow, this is Shaadi.com" experience
What Were Looking For:
- At Shaadi.com, you wont just manage a team. Youll be shaping how thousands of families find their perfect match.
- This is a strategic, high-visibility role where your decisions directly impact business growth and member happiness.
- 4-7 years of relevant experience with team management, preferably in Internet industry.
- Exposure to value & volume selling is a must.
- G
📌 Customer Service Manager (Delhi)
🏢 People Group
📍 Delhi
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.