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 energetic 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 man

📌 Associate Service Manager (Chennai)
🏢 Docdort
📍 Chennai