AM - Student Success

Role: AM - Student Success

Experience: Minimum 3 Years in Customer Support Team Lead Role (BPO Experience Preffered)

Location: Noida, Sector 62

Compensation: Upto 6lpa

Customer Support Team Lead (Student Success & Payments)

Join PhysicsWallah's dynamic Customer Support team as a Team Lead ! Inspire high-performing agents to deliver exceptional student service while expertly managing part-payment collections. Perfect for leaders who thrive in fast-paced environments and drive results.

Key Responsibilities

Team Leadership

• Inspire, coach, and develop a team of support agents for outstanding student experiences
• Build a collaborative, high-energy culture focused on empathy, efficiency, and excellence

Customer Excellence

• Oversee personalized student interactions and ensure swift query resolution
• Analyze interactions to improve service quality and satisfaction scores

Payment Optimization

• Lead part-payment collections, minimizing delays and disputes
• Innovate strategies for seamless transactions and proactive issue resolution

Performance & Growth

• Track KPIs, host huddles for feedback, and deliver targeted training
• Drive continuous improvement and agent career development

Insights & Strategy

• Create data-driven reports on performance, satisfaction, and payments
• Partner with leadership to refine policies for better service and scalability

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field
• 3+ years in customer support (1+ years in leadership)
• Proven expertise in payment processing and financial transactions
• Exceptional communication, empathy, and relationship-building skills
• Thrives in dynamic environments, managing multiple priorities
• Proficient in CRM tools (Zendesk, Salesforce) and Microsoft Office Suite