Associate Service Manager - EdTech

Docdort; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Docdort in Chennai invites an experienced Associate Service Manager to lead a large premium customer service team. You will own strategy, sales, operations, service delivery, and customer experience for 50+ agents in a fast‑growing environment.

The ideal candidate is analytical, strategic, Tamil‑language proficient, and capable of driving performance through defined KPIs, P&L ownership, and scalable processes while enhancing customer satisfaction for premium/HNI segments.

Qualifications

• 4–7 years in customer service or service operations
• Experience leading large teams
• Tamil language proficiency required

Responsibilities

• Lead and manage a team of 50+ members with strong performance
• Own P&L, service delivery, quality, and success metrics
• Develop premium service experiences for premium/HNI customers
• Drive quarterly and annual sales targets through the team
• Use data and analytics to improve processes
• Improve CSAT, AHT, Quality Scores, SLA, Shrinkage, Attrition
• Plan rapid team expansion while maintaining quality

Skills

Team management

Analytics

Strategic thinking

Stakeholder management

Data analytics

KPI driven

Education

Bachelor's Degree

Job description

• SLA – Service Level Agreement

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

• Lead and manage a team of 50+ members, ensuring strong performance and service quality.
• Own the P&L, service delivery, quality, and overall success metrics of the service team.
• Understand premium/HNI customer segments and develop personalized, empathetic, and premium service experiences.
• Drive quarterly and annual sales targets and deliver business results through the team.
• Manage both value and volume selling initiatives.
• Use data and analytics to improve service processes and operational efficiency.
• Drive improvements across key metrics including:
• CSAT – Customer Satisfaction
• AHT – Average Handle Time
• Quality Scores
• SLA – Service Level Agreement
• Shrinkage
• Attrition
• Identify and implement technology solutions to improve service quality and reduce productivity loss.
• Build effective escalation-management and closed-loop resolution processes.
• Ensure high customer satisfaction even while handling complex or escalated cases.
• Plan and support rapid team expansion while maintaining service quality and operational standards.
• Drive performance management using clearly defined and best-in-class performance metrics.

Candidate Requirements

• 4–7 years of relevant experience in customer service, service operations, sales, or related functions.
• Proven experience in team management, preferably managing large teams.
• Experience in the Internet / Consumer Tech industry is preferred.
• Tamil language proficiency is required.
• Strong exposure to value and volume selling.
• Good understanding of quality metrics and process improvement.
• Strong analytical and strategic thinking skills.
• Proven ability to drive team performance through effective KPIs and performance management.
• Strong customer‑centric approach with excellent communication and stakeholder‑management skills.
• Comfortable working in a fast‑paced and high‑growth environment.
• 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.

Skills: customer service,customer satisfaction,management,high-growth,hni,sales,customer,service quality