Senior Manager / Manager, Customer/Parent SupportGlobal Schools Group • uttar pradesh, India

Senior Manager / Manager, Customer / Parent Support

Global Schools Group • uttar pradesh, India

1 day ago

Job description

Job Summary :

Will lead and manage the support team at campuses. Will manage the parent support team, set up processes to handle parent inquiries in the most efficient way possible and work with other functions to optimize support services for students and parents.

Key Responsibilities :

Leadership & Team Management :

Manage, coach and lead the Parent support team to deliver their best performance.
Train, develop and coach new team members to get started
Create a clear path for the team to share goals and KPIs, while staying on top of performance.
Create positive moral with your team by doing team work.

Parent Support and Engagement Activity :

Track withdrawals along with action plan to reduce at each campus

Create and develop parent engagement activities to create positive impact and help in retention

Responsible for managing the day-to-day parent queries / requests / complaints of each campus in order to provide timely and accurate resolution on parent inquiries.

Track parent support tools (i.e., CRM systems, helpdesk system), ensuring proper use and optimization.

Build and sustain a rich base of knowledge and parent self-help resources.

Parent satisfaction and issue resolution

Serve as an escalation point for complex or high priority parent issues, ensuring quick and effective resolution.

Analyze Parent feedback and improve for better parent experience.

Track parent satisfaction metrics like CSAT and NPS, and always aim to get better based on your parents' feedback.

Use parent interaction feedbacks to provide insight into shaping product development and business strategies.

Reporting & Analytics :

Produce and deliver regular parent-facing support performance, trend, KPI reports to senior management.

Use data and analytics to analyze parent withdrawal behavior trends, efficiencies and service gaps.

Publish Daily / Weekly / Monthly Dashboards

Qualifications : Education :

Bachelor's degree in any stream.

Master's degree (MBA) is preferred but not mandatory.

Experience :

Minimum 8-10 years of experience in parent / customer support, with at least 3 years in a managerial / lead role.

Experience in the education, ecommerce or service industry preferred.

Proven track record of leading high-performing teams and managing large-scale parent support operations.

Skills :

Strong leadership and people management skills.

Excellent communication and interpersonal skills.

Proficient in parent support ticketing software (e.g., Zendesk, Salesforce, etc.).

Analytical and data-driven approach to problem-solving.

Ability to work under pressure and handle complex parent issues.

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Manager Support • uttar pradesh, India