Job highlights

- Minimum 2-4 years of experience in handling and servicing B2B clients and students,preferably from the Education or a any service driven industry. . Strong interpersonal and communication skills (spoken and written). . Ability to multitask and manage pressure in a fast-paced environment. . Problem-solving mindset with a customer-first attitude.

- Prior experience in handling a team

Job Summary

Role Overview: As a Deputy Team Lead in our Customer Service team, you will play a crucial role in managing and enhancing the student experience. This role is an individual contributor position focused on directly handling high-value student escalations, improving service quality, and ensuring timely resolution of student queries and concerns.

Responsibilities

- Handling client concerns/escalations proactively and promptly.

- Cross-vertical coordination across teams like Academics, Sales, Product, Finance.

- Act as a single point of contact for all student concerns and queries for assigned clients.

- Manage end-to-end resolution within defined SLAs while ensuring high satisfaction scores.

- Liaise with internal teams (academic, tech, operations) to close student issues efficiently.





- Analyze student feedback and identify areas for process improvement.

- Maintain CRM records, ticketing systems, and update case logs accurately.

- Proactively engage with students to ensure ongoing satisfaction and retention.

- Monitor key customer service metrics and report weekly insights to senior management.

- Provide training interventions, feedbacks in coordination with the Product team.

- Prior experience in handling a team.

Requirements

- Minimum 2-4 years of experience in handling and servicing B2B clients and students, preferably from the Education or a any service driven industry.

- Robust interpersonal and communication skills (spoken and written).

- Ability to multitask and manage pressure in a fast-paced environment.

- Problem-solving mindset with a customer-first attitude.

- Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).

- Open to travel

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Deputy Team Lead ?B (Bengaluru)
🏢 Zell Education
📍 Bengaluru