Location: HSR Layout, Bengaluru

Working Days: Monday to Saturday

Role Overview

We are looking for a detail-oriented and proactive Retention – Student Operations qualified to manage and drive learner/customer retention through strong financial operations, payment management, and issue resolution.

Key Responsibilities

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Own end-to-end retention-related financial operations, including payment follow-ups, resolution of payment issues, and account reconciliation

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Proactively engage with customers facing payment challenges to ensure timely resolution and continued association

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Work closely with sales, support, and operations teams to reduce drop-offs due to financial or process-related issues

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Track and analyze payment trends, drop-offs, and churn reasons, and share insights for improvement

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Manage communication related to EMI failures, refunds, refunds processing, and payment escalations

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Ensure accurate documentation and compliance with internal finance processes

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Maintain clear records and MIS reports on collections, recoveries, and retention metrics

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Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction

Key Skills & Competencies

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Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly

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Collections & dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows

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CRM & support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management

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Analytics & reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations

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Reconciliation & accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience

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Customer engagement & communication: strong negotiation and empathetic conversation skills across

📌 Operations Manager- (Bengaluru)
🏢 Masai
📍 Bengaluru