About the Role

We're looking for a driven and empathetic Team Lead Customer Success to manage a high-performing CS team focused on student onboarding and lifecycle retention. You'll own the end-to-end post-sales experience for students across our K10 and Test Prep programs (JEE/NEET/Foundation), ensuring every learner gets value from Day 1.

Key Responsibilities

Student Onboarding

- Own the onboarding journey for new students across programs (CBSE, Foundation, JEE, NEET, 1:1, and others), ensuring smooth activation and early engagement.
- Design and monitor onboarding SOPs; identify drop-off points and close gaps in collaboration with academic and ops teams.
- Track onboarding completion rates by cohort and program, and drive improvement initiatives.

Retention & Lifecycle Management

- Lead proactive outreach to at-risk students; build and execute retention playbooks across grade and program segments.
- Monitor key metrics — attendance, session ratings, CPT completion — and coordinate with Academic Mentors to drive course engagement.
- Conduct and oversee feedback calls, PTMs, and renewal conversations.

Escalation Handling

- Act as the escalation point for refund requests and student/parent grievances; ensure timely resolution within policy guidelines.





Team Management

- Lead a team of CS executives, set daily priorities, conduct reviews, and support their development.
- Ensure SLA adherence across onboarding, escalation, and feedback call workflows.

What We're Looking For

- 3–5 years of experience in Customer Success, student support, or EdTech operations, with at least 1 year in a team lead or senior individual contributor role.
- Strong understanding of the EdTech student lifecycle — onboarding to renewal.
- Hands-on experience handling refunds, escalations, and parent communication in a fast-paced setting.
- Data-oriented: comfortable working with Excel trackers, MIS reports, and operational dashboards.
- Excellent communication skills in English and Hindi
- High ownership mindset with the ability to manage multiple priorities simultaneously.

Good to Have

- Prior experience with online learning platforms.
- Familiarity with CRM tools or student management systems.
- Experience coordinating with sales, academic delivery or tutor operations teams.

What You'll Own

- Onboarding activation rate
- Student retention and NPS
- Refund rate and resolution TAT

📌 Customer Support Team Lead (Uttar Pradesh)
🏢 Infinity Learn
📍 Uttar Pradesh