Associate Service Manager - EdTech

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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  Good understanding of quality metrics and process improvement.

  
  


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  Strong 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.