Job Description

About Zell Education:Zell Education is among India's fastest-growing EdTech startups, committed to transforming careers through professional learning. Established with the vision of bridging the gap between academics and industry, Zell delivers globally recognized qualifications such as ACCA, CFA, CPA, and more, supported by expert-led training, practical application, and placement assistance.We are passionate about making education practical, flexible, and accessible. If you're eager to be part of a young, impact-driven team that's redefining how professionals learn and grow - we'd love to work with you.Role Overview:We are looking for a Deputy Team Lead - Customer Service to strengthen and enhance the student experience. This is an individual contributor role that focuses on handling high-value student escalations, driving service quality, and ensuring prompt resolution of student concerns.Key Responsibilities:- Proactively manage and resolve student concerns and escalations.- Coordinate effectively with cross-functional teams such as Academics, Sales, Product, and Finance.- Serve as the single point of contact for assigned students, addressing all queries and issues.- Ensure end-to-end resolution within defined SLAs, maintaining high satisfaction levels.- Collaborate with internal teams (academics, tech, operations) for swift issue closure.- Gather and analyze student feedback to highlight opportunities for process improvements.- Maintain accurate case logs, CRM records, and ticketing updates.- Engage with students proactively to drive satisfaction, engagement, and retention. Track key customer service metrics and share weekly reports with senior management.- Track key customer service metrics and share weekly reports with senior management.Key Requirements:- 2-4 years of experience in client servicing or student support, ideally in the education or service-oriented industry.- Excellent interpersonal and communication skills (both written and verbal).- Strong multitasking ability and resilience in a fast-paced environment.- Problem-solving mindset with a customer-first approach.- Basic knowledge of CRM tools (Zoho, Freshdesk, or similar).- Willingness to travel. (ref:updazz.com)