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

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

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

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

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

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

• Monitor and improve key operational metrics including:
  • CSAT – Customer Satisfaction Score

  • AHT – Average Handle Time

  • Quality Scores

  • SLA – Service Level Agreement

  • Shrinkage

  • Attrition

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

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

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

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

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

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

Requirements

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

• Prior experience in team management, preferably managing large teams.

• Experience in the Internet / Consumer Tech industry is preferred.

• Strong exposure to value and volume selling is mandatory.

• Good understanding of customer service quality metrics and process improvement.

• Strong analytical, strategic, and problem-solving skills.

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

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

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

• 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.