Job
Description
We are seeking a highly motivated and experienced Assistant Manager Customer Success to lead a premium service team focused on delivering high-impact support and sales success. The ideal candidate will drive a 20+ member telesales/service team, enhance customer satisfaction, and deliver superior performance across key metrics. Lead, mentor, and manage a team of 20+ telesales/customer support executives to ensure achievement of quarterly and annual performance targets. Represent the voice of the customer, identify needs, and align service offerings accordingly. Continuously evaluate and improve support processes to increase match success and member retention. Implement operational strategies to maximize productivity and efficiency using tech and process enhancements. Drive a high-touch customer experience that balances personalization, empathy, and measurable outcomes. Plan and manage rapid team scaling, ensuring consistent training and onboarding practices. Handle customer escalations efficiently and uphold service standards in resolution management. Monitor quality metrics, track KPIs, and support strategic reporting to leadership. Desired Profile: Experience: 5 6 years of relevant customer service or telesales experience, with 4+ years in people management roles. Strong understanding of customer lifecycle management, performance metrics, and sales/service workflows. Proven track record of managing high-performing telesales teams. Analytical, process-oriented, and tech-savvy with problem-solving ability. Ability to work in a dynamic, fast-paced environment with ownership mindset. Excellent communication and interpersonal skills. Good to Have: MBA or equivalent post-graduate degree. Prior experience in internet/consumer-tech companies or B2C sales/service businesses. Exposure to both value-based and volume-based sales models. Functional Role: Telesales / Customer Service Manager Industry: Ed-Tech / Internet / Consumer Services Department: Customer Success / Sales Operations Required Skills: Telesales Management, Customer Support, Escalation Handling, CRM Tools, Performance Tracking, Process Improvement, Empathy, Communication, Team Leadership Negotiataion, Inside Sales, Good Communciation, Team Handelling, Sales Marketing
