Regional SST Lead

9 hours ago

Mumbai, India PW (PhysicsWallah) Full time

Job Title: Regional Lead – Student SupportLocation: Chhatrapati SambhajinagarCity in MaharashtraType: Full-Time, In-OfficeJob SummaryThe Regional Lead – Student Support plays a critical leadership role in ensuring consistent, high-quality student support services across multiple locations which are offline centers. This role involves overseeing support teams, implementing best practices, driving continuous improvement, and ensuring alignment with institutional policies and student success goals. The ideal candidate is an experienced student support professional with excellent communication skills, strong operational knowledge, and a passion for mentoring teams to deliver exceptional student experiences.Key ResponsibilitiesTeam Leadership & OversightSupervise and channelize the flow and coordination & guide the Student Support Members across all the offline centers.Provide coaching, performance feedback, and ongoing training to support teams.Conduct regular audits of service quality, ticket resolution, and SOP adherence.Strategic Support CoordinationMonitor regional trends in student issues and proactively suggest solutions or policy updates.Align support activities with the institution’s mission and service standards.Coordinate with internal departments (academics, IT, operations) to escalate and resolve complex student concerns.Operational ExcellenceEnsure uniform implementation of SOPs across all centers.Manage the effective use of tools like Freshdesk, analyzing performance data to improve resolution times and satisfaction rates.Set and track KPIs for regional support performance.Communication & CollaborationServe as a key communication bridge between support staff, management, and institutional leadership.Organize and lead regular meetings with support teams to share updates, challenges, and best practices.Handle high-level escalations and ensure timely resolution of sensitive cases.Training & Quality ImprovementLead onboarding and skill-building programs for new hires and internal promotions.Identify process inefficiencies and initiate improvements for enhanced student experience.Documentation & ReportingEnsure accurate record-keeping and documentation of all support activities.Generate regional reports on support metrics, feedback trends, and issue categories.QualificationsBachelor’s degree in any discipline; Master’s degree is a plus.Minimum 2–4 years of experience in student support or a similar customer-facing role, with at least 1 year in a supervisory or team lead position.Strong command of English and regional languages (preferred).Proficiency in Freshdesk, CRM tools, Excel formulas, and analytics dashboards.Proven leadership and mentoring skills.Strong organizational, problem-solving, and interpersonal abilities.Commitment to delivering a high-quality, empathetic student experience.

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