Team Lead - Customer Service & Operations

About TalentGumTalentGum is one of India’s fastest-growing online learning platforms for extracurricular activities for children aged 5–14 years. We offer world-class programs across music, dance, chess, speech, and more—delivered by expert instructors through live online classes.Our vision is to make extracurricular learning accessible, engaging, and outcome-driven for every child globally. As we scale, we are looking for a Head of Customer Success & Operations who will own the entire customer journey and operational engine of the company.Role OverviewThe Head of CS & Operations will lead and scale all parts of Customer Success, Class Operations, Teacher Operations, Quality, and Scheduling at TalentGum. The ideal candidate is both analytical and operational , capable of building systems, solving complex problems, and delivering a delightful experience to thousands of students and parents each week.This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine.Key Responsibilities : 1. Customer Success Leadership :

• Reduce churn and improve NPS through structured CS processes
• Drive customer resolutions, manage escalations, and ensure SLA adherence
• Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns2. Operations Excellence :
• Oversee class scheduling, teacher coordination, and delivery quality across all programs
• Build and improve SOPs across CS, Operations, Scheduling, and Quality teams
• Reduce operational errors, class misses, and inefficiencies to create seamless learningexperiences
• Ensure high adherence to class timelines, teacher performance, and student progress.3. System & Process Design :
• Build automation-first operations using CRM, automation tools, scheduling systems, anddashboards
• Work with product & tech teams to design scalable systems for CS + Ops
• Introduce workflow automation to reduce manual effort and operational dependencies4. Data, Metrics & Number Ownership :
• Own operational and business metrics : retention, renewal, utilization, cost per class, teacheravailability, SLA compliance
• Build weekly / monthly performance reports for leadership
• Use data to identify bottlenecks, optimize cost structures, and increase margins
• Implement forecasting models for demand, teacher capacity, class load, and renewal cycles5. Team Building & Leadership :
• Lead a multi-tier team across CS, Ops, Quality, and Scheduling
• Build a culture of accountability, customer obsession, and data-driven decision-making
• Set KPIs, training frameworks, performance structures, and growth paths for team membersWhat You Bring : 1. Analytical & Business Acumen :
• Strong number-crunching ability with experience in forecasting, dashboards, and metrics
• Deep understanding of business levers like LTV, churn, margins, CAC payback, and utilization2. Systems Thinking :
• Ability to design processes and systems from scratch
• Comfort with automation tools, CRMs, scheduling systems, and integrations3. Customer & Ops Expertise :
• 6–12+ years of experience in Customer Success / Operations in consumer-tech or ed-tech
• Proven ability to manage large-scale operations and high-volume customer interactions
• Experience reducing churn, improving NPS, and scaling CS / Ops teams4. Leadership & Ownership :
• Strong leadership presence with the ability to manage diverse teams
• High ownership, bias for action, and willingness to work in fast-paced, evolving environments
• Excellent communication, clarity, and problem-solving skillsWhy Join TalentGum?
• Work with the founder on core business strategy
• Lead high-impact teams that directly influence customer experience and growth
• Build systems and structures from ground up
• Scale a global ed-tech brand shaping the future of extracurricular learning
• Fast-paced, entrepreneurial culture with rapid career growt