Manager – Client Services_ Manager, Client Services (The Transformation Lead) The Challenge This isn’t a role for someone who just wants to run a playbook. It’s for someone who wants to write it. You will own the end-to-end Client Services function, but with a twist: you are tasked with making yourself and your team 10x more effective through technology. Your mandate will be to: Disrupt the Status Quo: Move us from traditional support models to a scrappy but sophisticated AI-powered ecosystem. Whether it’s chat-based support or agentic workflows, you’ll lead the charge in implementing tools that allow us to scale without bloating the headcount. Get Your Hands Dirty: In the morning, you might be at a boardroom table with a CXO of a major bank. In the afternoon, you’ll be in the weeds, configuring a current support bot or refining a workflow. Drive Radical Efficiency: We work with limited resources and massive clients. You’ll need an entrepreneurial mindset to build scalable processes where none exist, ensuring white-glove service feels effortless to the client but is highly automated on the backend. Champion Retention: You will own client outcomes. You’ll ensure that as we innovate, our core promise of clarity, consistency, and trust never wavers. Who You Are The Entrepreneurial Spirit: You have a prove it mentality. You’ve likely worked in a startup or a fast-paced environment where you had to build the plane while flying it. The Change Agent: You have a track record of taking a manual process and making it digital, automated, or AI-driven. You don’t wait for permission to improve things. The Enterprise Liaison: You understand the Real World constraints of large organizations. You know how to make innovation feel safe for a bank or a ministry. The Scaler:



You enjoy the hand-to-hand combat of early-stage service delivery but are constantly thinking: How do I make sure I never have to do this manually again? Key Responsibilities 1. Modernizing the Support Engine (The Transformation) Reinvent the Helpdesk: Audit our current support workflows and transition us from reactive email support to a proactive, AI-augmented service model. Implement Scrappy Tech: Take the lead on introducing chat-based support and AI-powered deflection. You’ll be responsible for choosing, implementing, and optimizing the tools that make our service feel like magic to the client. Operational Excellence: Own the Command CenterSLAs, Time-to-First-Response, and Resolution Quality. You ensure that even as we experiment with AI, our enterprise clients never feel a dip in quality. 2. High-Stakes Client Advocacy & Retention Enterprise Escalation Lead: You are the fixer. When a Tier-1 Bank or a Ministry has a critical issue, you lead the response with calm, professional authority. The Retention Playbook: You don't just track churn; you predict it. Build the frameworks for health scoring and proactive engagement that keep our NPS industry-leading. Revenue Growth: Work closely with Sales to turn happy clients into expanding accounts. You understand that great service is the best sales tool we have. 3. Team Leadership & Scale Coaching the New Breed of CS:



Manage and mentor a team of Client Service Analysts, evolving their roles from ticket solvers to AI-enabled consultants. Capacity Engineering: Use data to drive resource allocation. You should be obsessed with lowering the cost-to-serve through efficiency, not by cutting corners. Who You Are (Requirements) The Must-Haves The Support Veteran: 4+ years in Client Services, Customer Success, or Service Ops. You know how a world-class support desk runs (ZenDesk, Freshdesk, Salesforce, etc.) and you have a spidey-sense for when a client account is at risk. The Tool-Builder: You have a track record of actually implementing change. You’ve set up ticketing systems, designed workflows, or integrated automation tools (Zapier, Intercom, AI bots) from scratch. Enterprise Credibility: You are comfortable presenting to high-level stakeholders in formal environments (Banks/Ministries) but can switch to scrappy startup mode instantly. Analytical Rigor: You don't just say we’re doing well. You bring the dashboard to prove itNPS, NRR, and SLA attainment are your north stars. Leadership DNA: You’ve led teams (formally or informally) and know how to keep people motivated during high-pressure cycles. The Nice-to-Haves Experience specifically in the HR-Tech or Recruitment space. A portfolio of automation wins where you reduced manual effort by a significant %. Why Join Us? We are at the tipping point of global expansion. This is your chance to take a proven product and a loyal client base and build the blueprint for how AI companies provide service at scale. If you are tired of rigid corporate structures and want to see your fingerprints on a global success story, let’s talk.

📌 Manager, Client Services (The Transformation Lead) (Kochi)
🏢 HIRESTAR JOB BANK
📍 Kochi