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 energetic 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
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Lead and manage a team of 50+ members, ensuring strong productivity, performance, and service quality.
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Own P&L;, service delivery, quality, and business success metrics for the team.
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Develop and execute strategies to improve customer satisfaction, retention, service quality, and overall customer experience.
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Understand premium/HNI customer segments and create personalized, empathetic,
and high-quality service experiences.
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Drive quarterly and annual sales targets, with strong exposure to both value and volume selling.
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Monitor and improve key operational metrics including:
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CSAT – Customer Satisfaction Score
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AHT – Average Handle Time
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Quality Scores
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SLA – Service Level Agreement
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Shrinkage
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Attrition
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Identify process gaps and use data/analytics to improve operational efficiency and service outcomes.
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Drive performance management through clearly defined and industry-best performance metrics.
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Leverage technology and automation to improve service quality and reduce productivity losses.
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Develop effective escalation-management processes and ensure timely resolution of critical customer issues.
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Plan and manage rapid team expansion while maintaining service quality and operational standards.
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Work closely with cross-functional teams to dri
📌 Service Manager (Thane)
🏢 Devdort
📍 Thane