Team Lead - Customer Service & Operations

About TalentGum

TalentGum is one of India's fastest-growing online learning platforms for extracurricular activities for children aged 514 years. We offer world-class programs across music, dance, chess, speech, and moredelivered 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 :

612+ 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