Service Manager - EdTech

Job Description – Service Manager

Position: Service Manager
Experience: 4–7 Years
Industry Preference: Internet / Consumer Tech / Premium Services
Education: Bachelor’s Degree
Team Size: 50+ Members
Location: Thane

About the Role

We are looking for an experienced and dynamic Service Manager to lead a large customer service and premium matchmaking/service team. The role will be responsible for driving service delivery, customer experience, sales, operations, quality, and overall business performance.

The ideal candidate should be strategic yet hands-on, with strong experience in team management, value & volume sales, customer service operations, and process improvement.

Key Responsibilities

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  Lead and manage a team of 50+ members, ensuring strong productivity, performance, and service quality.

  
  


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  Own P&L, service delivery, quality, and business success metrics for the team.

  
  


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  Develop and execute strategies to improve customer satisfaction, retention, service quality, and overall customer experience.

  
  


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  Understand premium/HNI customer segments and create personalized, empathetic, and high-quality service experiences.

  
  


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  Drive quarterly and annual sales targets, with strong exposure to both value and volume selling.

  
  


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  Monitor and improve key operational metrics including:

  
  
  
  
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    CSAT – Customer Satisfaction Score

    
    
  
  
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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 process gaps and use data/analytics to improve operational efficiency and service outcomes.

  
  


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  Drive performance management through clearly defined and industry-best performance metrics.

  
  


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  Leverage technology and automation to improve service quality and reduce productivity losses.

  
  


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  Develop effective escalation-management processes and ensure timely resolution of critical customer issues.

  
  


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  Plan and manage rapid team expansion while maintaining service quality and operational standards.

  
  


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  Work closely with cross-functional teams to drive business growth and enhance customer experience.

  
  

Requirements

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  4–7 years of relevant experience in customer service, service operations, sales, or related functions.

  
  


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  Prior 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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  Strong exposure to value and volume selling is mandatory.

  
  


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  Good understanding of customer service quality metrics and process improvement.

  
  


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  Strong analytical, strategic, and problem-solving skills.

  
  


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

  
  


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

  
  


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  Ability to work in a fast-paced, high-growth environment.

  
  


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  Bachelor's degree or equivalent qualification.

  
  

What We’re Looking For

A leader who can combine people leadership, business ownership, sales orientation, customer obsession, and data-driven decision-making to build a high-performing service organization.