Company Description Instalaxmi is the country’s first and largest B2B Digital Gold company, building specialized digital gold platforms for jewelers across India. The company’s solutions include key features such as loyalty programs and gamified experiences designed around real consumer behavior. These platforms help clients increase app usage, strengthen customer engagement, and drive business growth.

Instalaxmi focuses on innovation in fintech and retail jewelry, offering partners technology that supports sustainable and scalable expansion.

Role Description This is a full-time, on-site Customer Service Manager role based in Thane.

The Customer Service

Manager will oversee daily customer support operations, including managing a team of representatives, assigning tasks, monitoring performance, and ensuring prompt resolution of customer inquiries and issues. The role involves handling escalations, maintaining service quality standards, and optimizing processes to improve customer satisfaction. The manager will collaborate with sales, product, and technology teams to relay customer feedback, support platform adoption, and contribute to continuous improvement of service delivery.



The position also includes preparing regular reports on service metrics and training team members on best practices and new features.

Qualifications

- Robust customer service and relationship management skills, with experience handling escalations and complex queries.
- Team leadership and people management capabilities, including coaching, performance monitoring, and scheduling.
- Operational and process-management skills, with the ability to develop workflows, set service standards, and track key metrics.
- Communication and interpersonal skills, including clear verbal and written communication with internal teams and external stakeholders.
- Basic understanding of digital platforms or fintech products; experience in jewelry, B2B, or financial services is an advantage.
- Proficiency in using CRM or customer support tools and comfort with data entry and reporting.
- Bachelor’s degree in business, commerce, or a related field preferred, along with prior experience in customer service or support management.
- Ability to work on-site in Thane, maintain a customer-centric mindset, and adapt to a fast-paced, growth-oriented environment.

📌 Customer Service Manager - (2-4 LPA) (Thane)
🏢 InstaLaxmi
📍 Thane