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Customer Success Manager

2 weeks ago

Chandigarh, Chandigarh, India Zell Education Full time US$ 9,00,000 - US$ 12,00,000 per year

Customer Experience: Deputy Team Lead

About Zell Education

Zell Education is one of India's fastest-growing EdTech startups, dedicated to transforming careers through professional education. Founded with the vision to bridge the gap between academic learning and industry needs, we offer globally recognized courses such as
ACCA, CFA, CPA
, and more — delivered with expert-led training, practical learning, 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 onboard.

Role Overview

As a
Deputy Team Lead – Customer Experience
, you will be responsible for managing and enhancing the student journey at Zell. This is an
individual contributor role
with a strong focus on handling high-value student escalations, improving service quality, and ensuring timely resolution of concerns — while driving student satisfaction and retention.

Key Responsibilities

  • Handle
    student/client concerns and escalations
    proactively with prompt resolutions.
  • Collaborate across teams —
    Academics, Sales, Product, and Finance
    — to resolve cases efficiently.
  • Act as the
    single point of contact
    for assigned students/clients, ensuring smooth communication.
  • Manage end-to-end resolution
    within SLAs
    , ensuring consistently high satisfaction scores.
  • Maintain accurate records in
    CRM/ticketing systems
    with detailed case logs.
  • Analyze student feedback to
    identify process improvement opportunities
    .
  • Proactively engage with students to improve retention and loyalty.
  • Track, monitor, and report
    key customer service metrics
    with weekly insights to management.

Key Requirements

  • 2–4 years
    of experience handling B2B client servicing or student experience, ideally in
    Education
    or other service-driven industries.
  • Excellent
    interpersonal and communication skills
    (verbal & written).
  • Strong
    problem-solving
    mindset with a
    customer-first
    approach.
  • Ability to
    multitask
    and perform under pressure in a fast-paced environment.
  • Working knowledge of
    CRM tools
    such as Zoho, Freshdesk, or similar.
  • Open to travel
    as required.

Regards,

Girish