Service Manager – International (US Market)

Location: Thane, Mumbai

Shift: 11:00 PM – 8:00 AM

Working Days: 5 days/week

Experience: 4–14 Years

Role Overview

We are looking for an experienced Service Manager to lead a 50+ member customer service team supporting premium/HNI customers across international markets. The role involves ownership of service delivery, sales performance, customer experience, quality, operational metrics, and process improvement.

The ideal candidate should be a hands-on people leader with robust experience in customer service operations, value and volume sales, performance management, and data-driven process improvement.

Key Responsibilities
Lead and manage a 50+ member customer service/service delivery team and drive overall performance.
Own service outcomes including quality, customer satisfaction, delivery, and operational KPIs.
Drive sales targets through value and volume selling, while maintaining a high-quality customer experience.
Understand premium/HNI customer segments and ensure a personalized and high-quality service experience.
Track and improve key metrics such as CSAT, AHT, Quality Score, SLA, productivity, shrinkage, and attrition.
Drive performance management through structured goals, reviews, coaching, and best-practice metrics.




Identify operational gaps and implement process improvements and data-driven solutions.
Leverage technology and automation to improve productivity and service quality.
Manage customer escalations and establish effective closed-loop escalation processes.
Support business growth and team expansion while maintaining service quality.
Collaborate with cross-functional teams to improve customer experience and business outcomes.

Requirements
4–7 years of relevant experience in customer service, customer experience, service delivery, or contact center operations.
Experience managing large teams (50+ members)
Hands-on experience in value and volume selling
Robust understanding of customer service/quality metrics and process improvement
Experience managing performance through KPIs, targets, coaching, and reviews.
Robust analytical and problem-solving skills with the ability to use data to drive decisions.
Experience handling customer escalations and improving customer experience.
Exposure to Internet, consumer-tech, matchmaking, hospitality, BFSI, or other customer-centric industries is preferred.
Bachelor’s degree.
Willingness to work in a night shift supporting international markets.

📌 Service Manager Maharashtra
🏢 Consultbae India
📍 Maharashtra