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 setting.

Key Responsibilities
Lead and manage a team of 50+ members, ensuring solid 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

📌 Associate Service Manager Chennai (India)
🏢 Devdort
📍 India