Head - Customer Delight - EdTech

Head - Customer Delight - Revolutionary Ed-tech Company

- An incredibly rare opportunity for a detail-obsessed Customer Success expert to join a well-funded Ed Tech start-up backed by marquee investors.

- Our client is an ed-tech company revolutionizing the formal classroom education through a unique and immersive online classroom for every child in India. They offer exciting and fun online classes for students, cutting edge content like animated videos and interactive games, a personalized platform for homework, tests, challenges, and inspiring teachers.

- Our Clients goal is to inspire and empower every child for the future. They are offering an opportunity to work with passionate individuals, from Stanford, Duke, IIT and BITS, as they open the door to engaging and impactful learning! Their team is an excellent blend of Entrepreneurs and industry veterans. They not only offer a great opportunity for students to learn and climb up the ladder of success but also help tutors to learn new innovative and fun methods of teaching.

- As the Head of Customer Delight, you will lead a team that will manage hundreds of post sale customer support execs for a live Human-to-Human technology platform connecting students to teachers.

What you will do:

- Coordinating with the product and tutor teams will be required to help improve product offering and overall operations

- OPERATIONS MANAGEMENT: Improving Processes, playbooks and teams for different regions and services.

- Coordinating with the tech team will be required to leverage software to streamline these processes

What you need to have:

- Multi-Dimensional, "Growth Hacker" Skill Set: The role is a unique combination of customer support, engagement, and retention that will require close coordination with our product and operation teams.

- Exceptional Drive: The candidate will be managing multiple priorities simultaneously across geographies and will be single-handedly responsible for customer happiness on a two-way platform.

- Demonstrated history of taking responsibility ahead of tenure/ experience with a super-human drive and a passion to enable customer happiness is a must.

- Customer Success Experience: Role requires an analytical, structured approach since the scale will expand from supporting thousands of students in a very short time. With 200,000 students on the platform, customer success processes will have to be very rigorous and strong.