Team Leader (Post-Sales & Customer Success)

Job Title

Review Call Department – Team Leader (Post-Sales & Customer Success) 

Department 

Customer Success / Post-Sales Review 

Reports To

Operations Manager / Director 

Team Size

6 Review Call Executives 

Role Objective

To ensure smooth post-sales student experience by verifying app installation, class access, collecting feedback, resolving issues, and improving retention. 

Key Responsibilities 

• Lead daily operations of review call team 

• Ensure post-sales follow-up within 24–72 hours 

• Verify app installation, login, and class access 

• Collect and categorize student feedback 

• Handle escalations and coordinate with Tech, Academic & Accounts teams • Monitor CRM updates and call quality 

• Reduce dropouts and refunds 

• Prepare weekly and monthly performance reports 

KPIs 

• Post-sales call completion rate 

• App installation success % 

• First class view success rate 

• Issue resolution TAT 

• Student satisfaction score 

• Retention and refund reduction 

Required Qualifications

• Any Graduate 

• 2–4 years experience in customer success / support 

• Minimum 1 year team handling experience preferred 

Skills

• Strong communication (English & Malayalam) 

• Leadership and people management 

• CRM knowledge 

• Basic mobile app & technical understanding 

• Empathy and problem-solving skills 

Tools

CRM, Call Management System, Mobile App Dashboard, Google Sheets/Excel, WhatsApp Business