Zell Education

Role Overview

As a Deputy Team Lead - Customer Service at Zell Education, you will play a key role in managing and enhancing the student experience. This is an individual contributor role where you will handle high-value student escalations, ensure timely resolution of queries, and drive service quality improvements.

Key Responsibilities

- Handle client concerns and escalations proactively and promptly.

- Coordinate cross-functionally with teams like Academics, Sales, Product, and Finance.

- Act as the single point of contact for assigned students and clients.

- Ensure end-to-end resolution of queries within defined SLAs, maintaining high satisfaction scores.

- Liaise with internal teams (academics, tech, operations) to resolve issues efficiently.

- Analyze student feedback to identify areas for process improvement.

- Maintain accurate CRM records, ticketing systems, and case logs.

- Proactively engage with students to ensure ongoing satisfaction and retention.

- Track and monitor key service metrics and present weekly insights to senior management.

Key Requirements

- 2 - 4 years of experience in handling and servicing B2B clients/students (preferably in EdTech or any service-driven industry).

- Excellent interpersonal and communication skills (spoken & written).

- Strong ability to multitask and work under pressure in a fast-paced environment.

- Problem-solving mindset with a customer-first attitude.

- Basic proficiency in CRM tools (Zoho, Freshdesk, Zendesk, or similar).

- Open to travel, if required.