SUMMARY

This is a remote position.

*Student Operations Team Leader, India* *Remote (India) Full-Time Also searched as: Customer Support Team Leader, Operations Team Leader, CX Team Leader, Team Leader Customer Service, Point of Contact, Student Operations Point of Contact*

Can you run a pod that does not need managing from above, where queries are assigned and cleared, the team keeps getting better, and your lead's involvement is the exception rather than the norm?

On a typical day you might triage the inbox and assign the pod's work before they start, run the day so first responses go out inside fifteen minutes and the queue clears to zero, audit a sample of your team's replies to catch a pattern early, and send your pod's numbers up before you log off.

About Contour

We started in 2020 with a handful of students and a belief that great education should not be out of reach. Today we operate across three brands with 8,000+ students and 425+ team members: roughly 100 in India and 325 onshore in Australia. The India team runs publishing, student experience, CRM and technology,



operations, and people and culture.

Every reply your pod sends is Contour talking to a family, often about their money and their child's enrollment. You are the person who makes sure that the whole operation runs to standard, every day.

About This Role

You are the point of contact for a Contour customer experience pod. This is a management role: you do not carry a personal query target, your pod's results are your results. You own the quality chain, every response sent, every process followed, every query cleared. The disciplines in the CX block span billing, service, and student experience, and the pod you run works one of them. Billing is the most built-out example, so much of what follows uses it, but the standard is the same across the block.

A excellent POC runs a pod that does not need managing from above. Queries are assigned and cleared, the team is developing, processes are current

📌 Student Operations Team Leader (Bengaluru)
🏢 Contour Education
📍 Bengaluru