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 environment.

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, preferably managing large teams.

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Experience in the Internet / Consumer Tech industry is preferred.

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Tamil language proficiency is required.

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Strong exposure to value and volume selling.

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Positive understanding of quality metrics and process improvement.

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Robust analytical and strategic thinking skills.

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Proven ability to drive team performance through effective KPIs and performance management.

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Strong customer-centric approach with excellent communication and stakeholder-management skills.

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Comfortable working in a fast-paced and high-growth environment.

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Bachelor's Degree.

Why Join?

This is a high-visibility leadership role where your decisions will directly influence business growth, customer satisfaction, and the overall success of a premium customer service operation.

📌 Associate Service Manager - EdTech (Chennai)
🏢 Important Company of the Sector
📍 Chennai