Zell Education - Deputy Team Lead - Client Servicing & Support Operations

About Zell Education

Zell Education is one of India's fastest-growing EdTech startups, dedicated to transforming careers

through professional education. Founded with a vision to bridge the gap between academic learning and industry demands, Zell offers globally recognized courses such as ACCA, CFA, CPA, and more with expert-led training, real-world application, and placement support.

We're passionate about making education practical, flexible, and accessible. If you're excited to be part of a young, impact-driven team that's redefining how people learn and grow professionally - we'd love to have you on board.

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.

Key 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.

Key Requirements

(ref : iimjobs.com)