Customer Service Manager

About the role

CountryEdu is seeking a Customer Service Manager to lead its on‑site support function in Gurgaon. This full‑time position will oversee a team of customer service representatives, ensure high satisfaction levels, and drive continuous improvement across the service lifecycle.

Key responsibilities

• Lead, mentor and manage the customer service team to deliver consistent, high‑quality support.
• Monitor service quality, resolve escalated issues promptly, and maintain clear communication channels with clients.
• Design, implement and refine service processes, workflows and SOPs.
• Track performance metrics, generate regular reports and provide actionable insights to leadership.
• Coordinate with internal cross‑functional teams to address client concerns and improve the overall customer experience.
• Identify opportunities for service enhancements and support continuous improvement initiatives.

Required profile

• Strong customer‑facing experience with proven ability to manage service teams, preferably in IT services or consulting.
• Solid analytical skills to interpret service metrics, spot trends and recommend improvements.
• Excellent written and verbal communication skills for interaction with clients and internal stakeholders.
• Bachelor’s degree in Business, Management, IT or related field; advanced certifications are a plus.
• Ability to work on‑site in Gurgaon and collaborate in a fast‑paced environment.
• Commitment to delivering inclusive, high‑quality service.

Required skills

• Experience with CRM systems.
• Proficiency in ticketing systems.
• Familiarity with Service‑Level Agreements (SLAs).
• Ability to use performance dashboards for monitoring and reporting.