Team Lead - Deputy

Responsibilities

• Handling client concerns/escalations proactively and promptly.
• Cross-vertical coordination across teams like Academics, Sales, Product, and Finance.
• Act as a single point of contact for all student concerns and queries for assigned clients.
• Manage end-to-end resolution within defined SLAs while ensuring high satisfaction scores.
• Liaise with internal teams (academic, tech, operations) to close student issues efficiently.
• Analyze student feedback and identify areas for process improvement.
• Maintain CRM records, ticketing systems, and update case logs accurately.
• Proactively engage with students to ensure ongoing satisfaction and retention.
• Monitor key customer service metrics and report weekly insights to senior management.
  

Requirments

• Minimum 2-4 years of experience in handling and servicing B2B clients and students, preferably from the Education or any service-driven industry.
• Strong interpersonal and communication skills (spoken and written).
• Ability to multitask and manage pressure in a fast-paced environment.
• Problem-solving mindset with a customer-first attitude.
• Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
• Open to travel.