Klay Preschool And Daycare logo

Customer Service Manager

3 - 4 years

1 - 5 Lacs

bengaluru

Posted:6 days ago| Platform: Naukri logo

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Skills Required

outbound performance management analytical manager presales presales marketing operations scheduling customer service stakeholder management crm

Work Mode

Work from Office

Job Type

Full Time

Job Description


About the Role

We are looking for a highly motivated and driven Customer Service Manager / Pre-Sales Lead to manage and scale our inbound and outbound pre-sales team at KLAY. This role requires someone who can lead a team of executives, monitor performance metrics closely, and ensure seamless parent engagement and conversions. You will play a critical role in improving call quality, optimizing conversions, and strengthening the first impression parents have with KLAY.


Key Responsibilities
Lead and manage a team of pre-sales executives (inbound & outbound).
Monitor daily funnel performance: incoming leads, tours scheduled, follow-ups, and conversions.
Ensure timely response and follow-up to all inquiries (calls, WhatsApp, emails).
Analyze call data and CRM reports to identify gaps and areas for improvement.
Conduct regular coaching, roleplays, and script improvements for the team.
Collaborate with Marketing & Operations teams to ensure lead quality and alignment.

JD
Drive adherence to SLAs for parent response time, tour scheduling, and closure.
Innovate on parent experience during the pre-sales journey to improve trust and retention.]

Key Requirements
3 4 years of experience in pre-sales, inside sales, or customer success (preferably in education, services, or B2C).
Prior experience in leading a remote or hybrid team.
Strong analytical mindset ability to work with data, identify trends, and recommend actions.
Excellent communication, stakeholder management, and problem-solving skills.
Hands-on experience with CRM tools, call reports, and funnel management.
High ownership and drive to deliver results in a fast-paced environment.

What We re Looking For
A people manager who can balance empathy with performance management.
Someone with a growth mindset always looking to improve processes and outcomes.
A detail-oriented leader who can coach teams on scripts, FAQs, and objection handling.
Someone flexible to adapt to hybrid working but willing to be hands-on when needed.

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Klay Preschool And Daycare logo
Klay Preschool And Daycare

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