Team Lead - Refunds & Retention (US)

About Us:

At Bhanzu, our mission is to make math engaging, sparking curiosity and confidence in young learners. Bhanzu has successfully raised a $16.5M Series B funding round, led by Epiq Capital, with support from Z3Partners!

We are changing the way math is learned and are blossoming into India's leading math education company, positively impacting students across 15+ countries. Through Bhanzu, we aim to eradicate Math Phobia across this globe, and enable our students to pursue careers in Stem Fields, Coding, Analytics, AI and much more by ensuring their core math fundamentals are strong

Role Overview

Team Lead Refunds & Retention

Key Responsibilities

• Oversee the

  Refunds & Retention team

  , ensuring efficient handling of refund requests and customer concerns.
• Develop and implement

  customer retention strategies

  to minimize churn and enhance engagement.
• Optimize

  operational workflows

  , improving service efficiency and turnaround times for refund resolutions.
• Analyze

  customer feedback & trends

  to proactively address concerns and improve policies.
• Collaborate with cross-functional teams, including

  customer support, finance, and marketing

  , to enhance resolution processes.
• Maintain

  compliance with company policies

  , ensuring fair refund practices while balancing business goals.
• Provide

  training, mentorship, and performance management

  for the Refunds & Retention team.
• Generate and review

  weekly reports

  to track refund rates, retention improvements, and customer satisfaction metrics.

Qualifications & Skills

• 3+ years

  of experience in

  Operations, Customer Service, or Retention

  roles.
• Proven track record of successfully handling

  refunds, escalations, and retention strategies

  .
• Strong

  analytical and problem-solving skills

  with the ability to make data-driven decisions.
• Excellent

  communication & negotiation skills

  to engage effectively with customers.
• Leadership experience in managing

  teams & performance metrics

  .
• Hands-on experience with

  CRM tools & customer analytics platforms

  .
• Should be comfortable for US shifts (9PM - 7AM)
• Ability to work in a

  fast-paced, customer-focused environment

  .