Service ManagerHai Robotics • Atlanta, GA, US
Service Manager
Hai Robotics • Atlanta, GA, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Bachelor's degree or equivalent experience. 5+ years of experience in customer support / service delivery, including 2+ years in a leadership capacity. Strong grasp of service management frameworks (ITIL, Lean, etc.). Proven track record in driving process improvement and operational excellence. Excellent analytical, coaching, and communication skills. Proficiency with service management tools (Zendesk, ServiceNow, or equivalent).
Role Overview
The Service Manager ensures the delivery of high-quality, reliable customer support operations. This role oversees daily service performance, ensures SLA adherence, and drives continuous improvement through root cause elimination, process optimization, and operational excellence
Key Responsibilities
- Oversee daily support operations, ensuring service levels and customer expectations are consistently met.
- Monitor KPIs such as response time, resolution time, backlog, and CSAT; act on trends and exceptions.
- Develop, document, and enforce standard operating procedures (SOPs) and escalation paths.
- Partner with the Project Manager to implement process improvements and automation initiatives.
- Collaborate with the Account Managers to address customer feedback and strengthen service performance.
- Coach and develop team leads and senior support staff to improve productivity and service quality.
- Conduct service reviews and performance reporting for leadership and key customers.
Qualifications
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