Deputy Team Lead

3 weeks ago

Chandigarh, Chandigarh, India Zell Education Full time

About Zell Education

Zell Education is one of India's fastest-growing EdTech startups, dedicated to transforming careers

through professional education. Founded with a vision to bridge the gap between academic learning and industry demands, Zell offers globally recognized courses such as ACCA, CFA, CPA, and more with expert-led training, real-world application, and placement support.

We're passionate about making education practical, flexible, and accessible. If you're excited to be part of a young, impact-driven team that's redefining how people learn and grow professionally - we'd love to have you on board.

Role Overview

As a Deputy Team Lead in our Customer Service team, you will play a crucial role in managing and enhancing the student experience. This role is an individual contributor position focused on directly handling high-value student escalations, improving service quality, and ensuring timely resolution of student queries and concerns.

Key Responsibilities

- Handling client concerns/escalations proactively and promptly.

- Cross-vertical coordination across teams like Academics, Sales, Product, 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.

Key Requirements

- Minimum 2-4 years of experience in handling and servicing B2B clients and students, preferably from the Education or a 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

(ref:iimjobs.com)

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