Team Lead - Refunds & Retention (US)

About Us :

At Bhanzu, our mission is to make math engaging, sparking curiosity and confidence in young learners. Bhanzu has successfully raised a $16.5M Series B funding round, led by Epiq Capital, with support from Z3Partners!

We are changing the way math is learned and are blossoming into India's leading math education company, positively impacting students across 15+ countries. Through Bhanzu, we aim to eradicate Math Phobia across this globe, and enable our students to pursue careers in Stem Fields, Coding, Analytics, AI and much more by ensuring their core math fundamentals are strong

Role Overview

As the Team Lead – Refunds & Retention , you will play a critical role in managing customer requests, optimizing operational workflows, and driving retention strategies to enhance customer satisfaction. You will lead a team focused on handling refund inquiries, mitigating churn, and improving retention processes by ensuring seamless and effective customer experiences.

Key Responsibilities

Oversee the Refunds & Retention team , ensuring efficient handling of refund requests and customer concerns.

Develop and implement customer retention strategies to minimize churn and enhance engagement.

Optimize operational workflows , improving service efficiency and turnaround times for refund resolutions.

Analyze customer feedback & trends to proactively address concerns and improve policies.

Collaborate with cross-functional teams, including customer support, finance, and marketing , to enhance resolution processes.

Maintain compliance with company policies , ensuring fair refund practices while balancing business goals.

Provide training, mentorship, and performance management for the Refunds & Retention team.

Generate and review weekly reports to track refund rates, retention improvements, and customer satisfaction metrics.

Qualifications & Skills

3+ years of experience in Operations, Customer Service, or Retention roles.

Proven track record of successfully handling refunds, escalations, and retention strategies .

Strong analytical and problem-solving skills with the ability to make data-driven decisions.

Excellent communication & negotiation skills to engage effectively with customers.

Leadership experience in managing teams & performance metrics .

Hands-on experience with CRM tools & customer analytics platforms .

Should be comfortable for US shifts (9PM - 7AM)

Ability to work in a fast-paced, customer-focused environment .