Assistant Manager – Services Delivery

Emeritus; India; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Emeritus is seeking an organized Assistant Manager to oversee our support ticket management operations. You will lead queue management, optimize response and resolution times, and maintain high standards for customer satisfaction and service quality.

You will manage SLA adherence, coach agents, handle escalations, and track CSAT while collaborating with Product, Engineering, and QA to drive improvements in a fast-paced, 24x7 environment.

Qualifications

• Excellent in English, written and spoken.
• Willing to work in a 24x7 support environment.
• Ability to collaborate with diverse, cross-functional teams.
• Strong coaching and feedback skills for people management.
• Proactive decision making and continuous improvement mindset.
• Meticulous and detail-oriented.
• Active listening with objective focus.
• Familiar with ticketing tools like Zendesk, Salesforce, Freshdesk, Jira.

Responsibilities

• Queue and SLA management to balance workloads and ensure fast responses.
• Quality assurance of tickets with coaching feedback.
• Escalation handling for complex, high-priority issues.
• Track CSAT, backlog, and other performance metrics.
• Improve processes and maintain knowledge base for self-service.
• Collaborate with Product, Engineering, and QA to report bugs and feature requests.
• Lead onboarding and foster a healthy, low-burnout team culture.
• Analyze helpdesk data to drive data-informed decisions.
• Utilize ticketing platforms (Zendesk, Salesforce Service Cloud, Freshdesk, Jira).
• Plan team roster and manage shrinkage.

Skills

English proficiency

Active listening

People coaching

Decision making

Meticulous

Adaptability

24x7 availability

Diverse team collaboration

Proactive improvement

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Jira Service Management

Job description

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Objective of the Role

We are looking for an organized and detail-oriented Assistant Manager to oversee our support ticket management operations. In this role, you will lead queue management, optimize response and resolution times, and maintain high standards for customer satisfaction and service quality.

Responsibilities

• Queue & SLA Management: Monitor incoming ticket volume, assign incoming requests based on skill levels, and balance workloads to ensure prompt First Response Times and Resolution Times.
• Quality Assurance & Coaching: Review closed tickets regularly to evaluate tone, technical accuracy, and policy adherence. Provide targeted, one-on-one feedback to help agents improve.
• Escalation Handling: Serve as the primary point of contact for complex, high-priority, or frustrated customer issues that frontline agents cannot resolve.
• Performance Tracking & Metrics: Track key metrics—such as Customer Satisfaction (CSAT), and backlog volume to identify trends, bottlenecks, or individual agent support needs.
• Process Improvement & Knowledge Base: Actively contribute to operational enhancements to streamline workflows and improve resolution efficiency Identify recurring customer pain points or common agent queries, updating internal documentation and external FAQs to drive self-service and team efficiency.
• Cross-Functional Collaboration: Partner with Product, Engineering, and QA teams to report major bug trends, advocate for critical feature requests, and streamline escalation pathways.
• Team Leadership & Onboarding: Facilitate training for new hires, foster a positive culture, and minimize burnout in a high-volume support environment.
• Data & Analytics: Proficiency in tracking performance metrics, interpreting helpdesk reporting, and making data-informed decisions.
• Helpdesk & CRM Tools: Proficiency with ticketing platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, or Jira Service Management).
• Team Roster planning and shrinkage management
• Foster a positive culture, and minimize burnout in a high-volume support environment

Key Skills and Experience

• Proficient in English Language, both in written and verbal
• Basic excel knowledge will be preferred
• Open to work in a 24*7 environment
• Ability to work with diverse and multi-disciplinary teams
• Proactive Decision making - Ability to make decisions & recommendations for improvement
• Meticulous
• People handling skills. Should be good with coaching and giving feedback
• Dynamic - open to changes
• Active Listener and objective oriented

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In press:

• https://www.insidehighered.com/blogs/learning-innovation/why-chan-zuckerberg-backed-113-million-investment-eruditus-big-deal
• https://techcrunch.com/2020/08/31/chan-zuckerberg-initiative-backs-indian-education-startup-eruditus-in-113-million-fundraise/