AM - Student Success
PW (PhysicsWallah)
2 - 5 years
Noida
Posted: 29/01/2026
Job Description
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
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