Community Manager

Community Manager

This role demands strong ownership, customer empathy, and the ability to coordinate with internal teams and vendors to ensure smooth daily operations with minimal escalations.

Key Responsibilities

• Act as the primary point of contact for clients post-handover, ensuring a professional, prompt, and solution-driven service experience.
• Manage and track all client requests, complaints, and service issues through

  ticketing and escalation systems

  ; ensure timely resolution within agreed SLAs.
• Take end-to-end ownership of tickets until closure including follow-ups with Facilities, Housekeeping, Vendors, and internal teams.
• Actively

  prevent repeat issues

  by identifying patterns, root causes, and driving corrective actions with relevant teams.
• Maintain accurate daily MIS and reporting for

  tickets, SLAs, escalations, feedback, service gaps, and resolution timelines

  .
• Conduct daily and weekly workspace checks to ensure operational readiness, hygiene, and service quality.
• Maintain strong relationships with client teams through proactive check-ins, feedback loops, and clear communication.
• Support

  upsell and cross-sell

  of add-on services (meeting rooms, parking, F&B, lockers, etc.) through value-based conversations.
• Ensure

  schedule adherence

  be available as per roster, maintain presence during peak hours, and ensure backup coverage in your absence.
• Maintain a zero-surprise environment for clients by communicating service updates, planned maintenance, and changes proactively.
  

Required Skills & Experience

• 2–3 years of experience in

  customer support, client servicing, managed offices, facility services, hospitality, or customer-facing operations

  .
• Strong communication and client-handling abilities — calm, empathetic, and solution-focused.
• Proven experience handling

  tickets, escalations, and support operations

  with a high closure rate.
• Analytical and critical thinker who can identify root causes and suggest preventive improvements.
• High ownership, reliability, and attention to detail with strong follow-through.
• Ability to coordinate with multiple internal teams to get work done on time.
• Comfortable using ticketing tools, CRMs, Excel/Sheets, and daily reporting systems.
  

Success Metrics (KPIs)

• Ticket Resolution SLA Adherence

  (%)

• Escalation Rate

  (must reduce month-on-month)

• Repeat Issue %

  (root-cause and prevent recurrence)

• Client Satisfaction Scores / Feedback

• Uptake of Add-on Services

  (non-pushy upsell)

  Role & responsibilities