Service Manager - EdTech

Docdort; Thane; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Docdort in Thane is seeking an experienced Service Manager to lead a 50+ member customer service and premium matchmaking team. You will drive service delivery, customer experience, and overall business performance with a strategic, hands-on approach.

The ideal candidate brings team leadership, value and volume sales exposure, process improvement, and strong analytical skills to sustain high service quality in a fast‑paced environment.

Qualifications

• Bachelor's degree or equivalent qualification is required.
• Experience in leading large customer service/ premium service teams.
• Strong track record in driving service delivery and customer experience improvements.
• Proven ability to manage P&L and sales targets in a fast-growing environment.

Responsibilities

• Lead a 50+ member team with focus on productivity and service quality.
• Own P&L, service delivery, quality, and business success metrics for the team.
• Develop strategies to improve customer satisfaction, retention, and overall experience.
• Drive quarterly and annual sales targets with value and volume selling experience.
• Monitor CSAT, AHT, Quality Scores, SLA, Shrinkage, and Attrition; implement improvements.
• Identify process gaps and use data/analytics to improve operations and outcomes.
• Leverage technology to enhance service quality and reduce productivity losses.
• Establish escalation-management processes for timely resolution of issues.
• Plan rapid team expansion while maintaining standards and quality.
• Collaborate with cross-functional teams to drive business growth.

Skills

People leadership

Business ownership

Sales orientation

Customer obsession

Data-driven decision making

Analytical skills

Strategic thinking

Problem-solving

Stakeholder management

Communication skills

Education

Bachelor's degree

Job description

• SLA – Service Level Agreement
• Bachelor's degree or equivalent qualification.

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.

Skills

service quality,customer service,customer experience,operations,customer satisfaction,management