Customer Experience Manager

2 weeks ago

Mumbai, Maharashtra, 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 a vision to bridge the gap between academic learning and industry demands, Zell offers globally recognized courses such as ACCA, CFA, CPA, and more — delivered through expert-led training, real-world application, and comprehensive placement support.

We are 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.

Key Responsibilities

  • Handle client concerns and escalations proactively and promptly.
  • Coordinate across verticals including Academics, Sales, Product, and Finance.
  • Serve as the single point of contact for all student concerns and queries for assigned clients.
  • Manage end-to-end resolution within defined SLAs, ensuring high satisfaction scores.
  • Liaise with internal teams (academic, tech, operations) to resolve student issues efficiently.
  • Analyze student feedback to identify and recommend process improvements.
  • Maintain accurate CRM records, ticketing systems, and case logs.
  • Proactively engage with students to drive satisfaction and retention.
  • Monitor key customer service metrics and present weekly insights to senior management.

Key Requirements

  • 2–4 years of experience in handling and servicing B2B clients and students, preferably in the education sector or any service-driven industry.
  • Strong interpersonal and communication skills, both spoken and written.
  • Ability to multitask and perform under pressure in a fast-paced environment.
  • Problem-solving mindset with a customer-first approach.
  • Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
  • Willingness to travel as required.

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