Customer Service Manager (Kar Job 141)

Customer Service Manager - Leading Matrimonial Platform

Company Overview

Join India's most trusted matrimonial platform that has been transforming dreams into reality since 1996. Our client is the country's leading love story architect, operating under a major digital conglomerate with annual revenue of ₹1,311 crores (March 2023). With global offices across Canada, UAE, UK, and the United States, we connect hearts across continents while maintaining deep understanding of Indian family values and traditions.

Position Summary

We are seeking an experienced Customer Service Manager to lead and manage a dynamic team of 30+ customer service professionals from our Bangalore office. This leadership role requires extensive knowledge of CCAT methodologies and proven expertise in customer service operations with strong decision-making abilities to resolve complex customer issues and implement strategic initiatives.

Key Details

• Position: Customer Service Manager
• Industry: Online Matrimonial Services
• Location: Bangalore
• Experience: 5-8 years in sales + customer service
• Team Size: 30+ customer service professionals
• Compensation: Up to ₹15 LPA fixed + ₹3 LPA variable
• Age Preference: 32 years

Primary Responsibilities

Team Leadership & Management

• Lead and manage diverse customer service team including Advisors, Team Leaders, and Assistant Managers
• Serve as primary SPOC for Bangalore location with complete operational accountability
• Develop strategic initiatives to enhance team productivity and service delivery standards
• Conduct performance reviews, coaching sessions, and talent development programs
• Ensure seamless coordination between management layers for operational efficiency

Customer Service Excellence

• Oversee post-sales customer service operations for subscription-based models
• Maintain exceptional service standards across all customer touchpoints in south territory
• Handle complex customer escalations and implement resolution strategies
• Drive customer satisfaction through proactive service delivery and relationship management
• Monitor and analyze CSAT and NPS metrics for continuous improvement

Operational Management

• Manage daily operations ensuring adherence to SLAs and quality standards
• Implement CCAT (Customer Care Assessment Tool) methodologies across the team
• Develop and execute training programs focused on customer service excellence
• Ensure compliance with company policies, procedures, and regulatory requirements
• Optimize resource allocation and workforce management to meet business objectives

Strategic Planning & Decision Making

• Make critical operational decisions impacting team performance and customer satisfaction
• Analyze performance metrics and generate actionable insights for improvement
• Collaborate with cross-functional teams including sales, product, and technology
• Develop process improvements to enhance operational efficiency
• Drive strategic initiatives aligned with organizational goals

Required Qualifications

Experience & Background

• Maximum 8 years progressive experience in customer service management roles
• Proven track record in B2C working models with emphasis on sales and customer service
• Extensive experience managing large teams (30+ members) with multiple hierarchical layers
• Background in subscription-based business models and post-sales service management
• Experience in EdTech, BPO, or similar B2C industries preferred

Language Proficiency

• Mandatory: English + Tamil fluency (first priority)
• Preferred: Telugu and Kannada language skills
• Essential for managing diverse customer demographics across south territory

Technical Skills

• Strong knowledge of CSAT and NPS methodologies and implementation
• Proficiency in CCAT and other customer service assessment tools
• Understanding of subscription-based business models and customer lifecycle management
• Experience with CRM systems and customer service technologies

Personal Attributes

• Exceptional decision-making abilities with proven track record of handling complex situations
• Strong leadership and people management skills
• Mandatory: Direct customer interaction experience
• Excellent communication and interpersonal skills
• Analytical mindset with ability to interpret data and drive insights

Interview Process

4 Comprehensive Rounds:

1. Round 1: Telephonic screening interview
2. Round 2: Video interview - Technical and operational assessment
3. Round 3: Video interview - Leadership and behavioral evaluation
4. Round 4: Final interview with Director - Strategic fit and vision alignment

Mandatory Screening Question: "Have you interacted with customers directly?" - Direct customer interaction experience is essential for this role.

What We Offer

• Competitive compensation package with fixed and variable components
• Opportunity to work with industry pioneers and visionary leadership
• Emotionally rewarding work environment where success translates to human happiness
• Global exposure with offices across multiple countries
• Career growth opportunities within a leading digital conglomerate
• Chance to be part of creating love stories and building families

About the Role's Impact

This isn't just a customer service position - it's an opportunity to be part of something bigger than business metrics. You'll be in the business of human connections, where quarterly numbers directly translate to wedding invitations and lifetime happiness. Every team success contributes to millions of love stories beginning on our platform.

Application Process

This opportunity is presented by Karyarth Consultancy, a premier recruitment firm dedicated to connecting ambitious professionals with India's leading companies.

Connect with us:

• Telegram: https://t.me/karyarthconsultants
• LinkedIn: https://www.linkedin.com/company/karyarthConsultancy

Ready to make your mark in the business of love and transform your career with India's most successful matrimonial platform? Apply now and become part of a company where customer service excellence directly impacts human happiness and lasting relationships.