Manager Service & Sales

The Customer Support and Service team always represents the voice of the customers. You are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them. You are the saviors to all members who reach out to you through call, chat, or email. The Service Manager will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate globally. You will be front-leading a team of 50+ people and be accountable for their productivity. You will need to get involved in every aspect of market development & sales. This role is strategic and crucial for the business, requiring someone who is analytical, strategic, and tactical. You need to own and exceed quarterly/annual sales targets with the assigned teams. The key traits we value for this role are Ownership - owning the strategy, delivery, quality, and outcomes of the Customer Support team, User orientation - prioritizing customer interactions and understanding, Velocity - delivering results in a fast-paced and changing environment, and Ethical - demonstrating good work ethic and reliability. In this role, you will develop a deep understanding of Shaadi.com consumer segments across communities to address the specific needs of each HNI member. You will leverage customer insight to streamline the service process and increase matchmaking success. Ensuring team members are trained to deliver personalized service and act as trusted advisors. You will envision and implement technology solutions to enhance service quality and minimize productivity losses. To be successful in this role, you should have 7 years of relevant experience with 5 years in Telesales team management, preferably in the Internet industry. Exposure to value & volume selling is essential, along with a good understanding of Quality metrics and process improvements. Drive performance management through best-in-class performance metrics application and implementation. A Bachelor's Degree is required.,