Regional SST lead

Job Title:

Location:

City in Maharashtra

Type:

Job Summary

Regional Lead – Student Support

Key Responsibilities

Team Leadership & Oversight

• Supervise and channelize the flow and coordination & guide the Student Support Members across all the offline centers.
• Provide coaching, performance feedback, and ongoing training to support teams.
• Conduct regular audits of service quality, ticket resolution, and SOP adherence.

Strategic Support Coordination

• Monitor regional trends in student issues and proactively suggest solutions or policy updates.
• Align support activities with the institution’s mission and service standards.
• Coordinate with internal departments (academics, IT, operations) to escalate and resolve complex student concerns.

Operational Excellence

• Ensure uniform implementation of SOPs across all centers.
• Manage the effective use of tools like Freshdesk, analyzing performance data to improve resolution times and satisfaction rates.
• Set and track KPIs for regional support performance.

Communication & Collaboration

• Serve as a key communication bridge between support staff, management, and institutional leadership.
• Organize and lead regular meetings with support teams to share updates, challenges, and best practices.
• Handle high-level escalations and ensure timely resolution of sensitive cases.

Training & Quality Improvement

• Lead onboarding and skill-building programs for new hires and internal promotions.
• Identify process inefficiencies and initiate improvements for enhanced student experience.

Documentation & Reporting

• Ensure accurate record-keeping and documentation of all support activities.
• Generate regional reports on support metrics, feedback trends, and issue categories.

Qualifications

• Bachelor’s degree in any discipline; Master’s degree is a plus.
• Minimum 2–4 years of experience in student support or a similar customer-facing role, with at least 1 year in a supervisory or team lead position.
• Strong command of English and regional languages (preferred).
• Proficiency in Freshdesk, CRM tools, Excel formulas, and analytics dashboards.
• Proven leadership and mentoring skills.
• Strong organizational, problem-solving, and interpersonal abilities.
• Commitment to delivering a high-quality, empathetic student experience.