Matrimony.com - Head - Customer Service (18-25 yrs)

Role Overview: The Head- Customer Service, is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers. The role holder would be responsible for identifying and developing cultural, process and performance improvements for the customer and for leading/developing a team who typically deliver customer interactions across multiple channels.

Responsibilities: Following are the key responsibilities

Strategic Leadership

1. Define and track key performance metrics (NPS, CSAT, FCR) to drive customer satisfaction.

2. Manage Profit/Cost Centre budgets, ensuring efficient resource utilization and cost optimization.

3. Foster a customer-first, inclusive culture aligned with business goals.

Customer Experience

1. Enhance NPS/CSAT through proactive issue resolution and continuous process improvement.

2. Drive FCR and reduce Cost to Serve with innovative tools and streamlined workflows.

3. Act as the Voice of the Customer, embedding insights into business decisions.

Team Empowerment

1. Lead, engage, and upskill the customer service team with targeted training and development.

2. Provide regular feedback, create growth plans, and recognize high performance.

Operational Excellence

1. Collaborate with cross-functional teams to implement customer-centric strategies.

2. Leverage data insights to address root causes and improve service delivery.

Business Impact

1. Increase sales through superior service and consistent quality.

2. Drive continuous improvement initiatives, embedding successful changes across the organization.

Person Specifications:

1. Graduate/Post Graduate from a reputed institute

2. 18-25 years of experience of which minimum of 8+ years should have been in handling large customer service teams

3. Proven expertise in managing customer service teams in consumer tech, e-commerce, or SaaS environments.

4. Demonstrated success in improving NPS, CSAT, and FCR metrics.

5. Experience in budget management, cost optimization, and leading cross-functional projects.

6. Strong track record of driving process improvements and implementing innovative customer service technologies.

7. Hands-on experience with CRM tools, analytics platforms, and customer feedback systems.

8. Fluency in English, Tamil and Hindi (preferable)

About Matrimony.com

Matrimony.com Ltd, a Great Place to Work Certified Wed-Tech company listed on the BSE and NSE, is a leader in matchmaking and wedding services. Its flagship brand, Bharat Matrimony, is the largest and most trusted matrimony brand (Brand Trust Report 2014) spanning customers across the entire economic strata. The company serves over 6 million members with the support of 2,700+ associates and a network of 120+ company-owned retail outlets.

Key Offerings

Matchmaking Services:

BharatMatrimony and 200+ matrimony brands segmented on religion, languages, communities, and occupation.

Jodii: An exclusive matchmaking app for non-degree holders in 9 Indian languages

Assisted Service and EliteMatrimony: Personalised services for the HNI, NRI and Premium segment of customers

Wedding Services:

Wedding Bazaar: Largest wedding services provider.

Mandap.com: Largest online wedding venues platform.

MakeMyWedding: Personalized & curated wedding planning services.

New Initiatives & Verticals

- MatchAstro: It is an exclusive astrology app for marriage, love, and relationship

- ManyJobs: Employment platform targeting grey collar workforce. In vernacular language for the Tamil Nadu market (initial phase) and with some of industry first features for both companies and candidates

- WeddingLoan.com: A fin-tech platform to facilitate wedding loans through a curated set of institutions

- Luv.com: A next generation serious relationship app.

International Presence

Matrimony.com has successfully expanded into international markets, with UAE operations thriving for 4+ years and Bangladesh operations commencing in 2021. With a mission to dominate the $55 billion wedding services industry.