Head – Customer Success – EdTech (12-17 yrs)

– Manage frontline and backend team.

– Handle Non-voice process (Email, Chat, Social Media)

– Manage a team of case managers for service request closures

– Manage a team of backend for setting / running webinars

– Program Management – manage in-time completion and effective monitoring of multiple parallel projects

– Establish scorecards and measurable metrics for each critical tasks

– Conduct daily/ weekly task reviews and generate minutes

– Liaise with superior to make decisions for operational activities and set strategic goals

– Plan and monitor the day-to-day running of business to ensure smooth progress

– Supervise staff from different departments and provide constructive feedback

– Oversee customer support processes and organize them to enhance customer satisfaction

– Review financial information and adjust operational budgets to promote profitability

– Revise and/or formulate policies and promote their implementation

– Manage relationships/agreements with external partners/vendors

– Evaluate overall performance by gathering, analyzing and interpreting data and metrics