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Job Title: Parent Support Lead

Job Summary

The Parent Support Lead is responsible for leading the parent support function, ensuring parents receive timely, empathetic, and effective assistance. This role oversees daily support operations, manages support staff, resolves escalated concerns, and works cross-functionally to improve the overall parent experience.

Key Responsibilities

- Lead and manage the parent support team to deliver high-quality service.
- Monitor support channels such as phone, email, chat, and messaging platforms.
- Handle complex or escalated parent concerns and ensure timely resolution.
- Develop and maintain support processes, SOPs, and knowledge base articles.
- Track support metrics, including response time, resolution time, customer satisfaction (CSAT), and service quality.
- Coach, mentor, and train support team members.
- Collaborate with academic, operations, admissions, finance, and technology teams to resolve parent issues.
- Identify recurring parent concerns and recommend process improvements.
- Conduct quality assurance reviews and provide feedback to the team.
- Prepare weekly and monthly performance reports.
- Ensure compliance with organizational policies and data privacy standards.
- Foster positive relationships with parents and maintain a qualified, empathetic approach.

Required Qualifications





- Bachelor's degree in Business, Education, Communications, or a related field.
- 3–6 years of experience in customer support, parent relations, or customer success.
- At least 1–2 years of experience leading or supervising a support team.
- Experience using CRM or helpdesk platforms (e.g., Zendesk, Freshdesk, Salesforce, HubSpot).

Required Skills

- Excellent verbal and written communication skills.
- Strong leadership and people management abilities.
- Conflict resolution and de-escalation skills.
- Customer-centric mindset with empathy and professionalism.
- Analytical skills to interpret support metrics and identify trends.
- Strong organizational and time-management skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficiency in Microsoft Office or Google Workspace.

Key Performance Indicators (KPIs)

- First response time
- Average resolution time
- Customer Satisfaction Score (CSAT)
- Parent retention and engagement metrics
- SLA compliance
- Escalation resolution rate
- Team productivity and quality scores

Preferred Qualifications

- Experience in education, edtech, childcare, or family services.
- Knowledge of customer service best practices and quality assurance.
- Experience with process improvement initiatives.

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Parent support Lead - Vibgyor Kharghar
🏢 Vibgyor High
📍 Kharghar