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 setting.

Key Responsibilities

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Lead and manage a team of 50+ members, ensuring strong performance and service quality.

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Own the P&L;, service delivery, quality, and overall success metrics of the service team.

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Understand premium/HNI customer segments and develop personalized, empathetic, and premium service experiences.

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Drive quarterly and annual sales targets and deliver business results through the team.

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Manage both value and volume selling initiatives.

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Use data and analytics to improve service processes and operational efficiency.

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Drive improvements across key metrics including:

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CSAT – Customer Satisfaction

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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 and implement technology solutions to improve service quality and reduce productivity loss.

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Build effective escalation-management and closed-loop resolution processes.

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Ensure high customer satisfaction even while handling complex or escalated cases.

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Plan and support rapid team expansion while maintaining service quality and operational standards.

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Drive performance management using clearly defined and best-in-class performance metrics.

Candidate Requirements

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4–7 years of relevant experience in customer service, service operations, sales, or related functions.

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Proven experience in team management

📌 Associate Service Manager (Chennai)
🏢 Devdort
📍 Chennai