Team Lead - Customer Service & Operations

About TalentGum

TalentGum is one of India’s fastest-growing online learning platforms for extracurricular activities for children aged 5–14 years. We offer world-class programs across music, dance, chess, speech, and more—delivered by expert instructors through live online classes.

Head of Customer Success & Operations

Role Overview

Head of CS & Operations

This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine.

Key Responsibilities :

1. Customer Success Leadership:

• Reduce churn and improve NPS through structured CS processes

• Drive customer resolutions, manage escalations, and ensure SLA adherence

• Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns

2. Operations Excellence :

• Oversee class scheduling, teacher coordination, and delivery quality across all programs

• Build and improve SOPs across CS, Operations, Scheduling, and Quality teams

• Reduce operational errors, class misses, and inefficiencies to create seamless learning

experiences

• Ensure high adherence to class timelines, teacher performance, and student progress.

3. System & Process Design :

• Build automation-first operations using CRM, automation tools, scheduling systems, and

dashboards

• Work with product & tech teams to design scalable systems for CS + Ops

• Introduce workflow automation to reduce manual effort and operational dependencies

4. Data, Metrics & Number Ownership :

• Own operational and business metrics: retention, renewal, utilization, cost per class, teacher

availability, SLA compliance

• Build weekly/monthly performance reports for leadership

• Use data to identify bottlenecks, optimize cost structures, and increase margins

• Implement forecasting models for demand, teacher capacity, class load, and renewal cycles

5. Team Building & Leadership :

• Lead a multi-tier team across CS, Ops, Quality, and Scheduling

• Build a culture of accountability, customer obsession, and data-driven decision-making

• Set KPIs, training frameworks, performance structures, and growth paths for team members

What You Bring :

1. Analytical & Business Acumen :

• Strong number-crunching ability with experience in forecasting, dashboards, and metrics

• Deep understanding of business levers like LTV, churn, margins, CAC payback, and utilization

2. Systems Thinking :

• Ability to design processes and systems from scratch

• Comfort with automation tools, CRMs, scheduling systems, and integrations

3. Customer & Ops Expertise :

• 6–12+ years of experience in Customer Success/Operations in consumer-tech or ed-tech

• Proven ability to manage large-scale operations and high-volume customer interactions

• Experience reducing churn, improving NPS, and scaling CS/Ops teams

4. Leadership & Ownership :

• Strong leadership presence with the ability to manage diverse teams

• High ownership, bias for action, and willingness to work in fast-paced, evolving environments

• Excellent communication, clarity, and problem-solving skills

Why Join TalentGum?

• Work with the founder on core business strategy

• Lead high-impact teams that directly influence customer experience and growth

• Build systems and structures from ground up

• Scale a global ed-tech brand shaping the future of extracurricular learning

• Fast-paced, entrepreneurial culture with rapid career growt