Customer Service Head

This is a remote position.

Background:

Started in June 2020, 21K School is an online-only School with personalised, affordable and flexible education for K-12 students globally. It is a category creator in the formal K-12 space of Education, offering high-quality schooling to students irrespective of their location and time zone. 

Our goal is to make quality education accessible, affordable and flexible for all students irrespective of their location or socio-economic background. We are a 100% online school and presently offer three curricula for our students - Indian, American and British. 

We are expanding our Team and are looking for passionate Instructional and Academic Leaders in K-12 Space to be a part of the path-breaking.

Responsibilities:

We are looking for an experienced Head of Customer Services. The successful candidate will meet our key objectives on customer satisfaction and retention. Our customers are parents of students studying with us from across India and abroad. Key responsibilities include:

·         Shaping and delivering the business’s customer service propositions in order to drive the overall business objectives of the organization

·         Strategize and implement objective and key results (OKRs) for the customer services team and build systems around it.

·         Work closely with the academic, product, technology, marketing and operations team to resolve all issues proactively.

·         Extensively deploy Ticket automation tools and build systems for a high-performance support team.

·         Develop strategies and implement plans/practices for active engagement, relationship building with parents and students improving NPS (Net Promoter Score), CSAT (Customer Satisfaction), Online Reviews, or other Customer Metric.

·         Act as the Voice of the Customer across the organisation

​

Requirements

Essential Requirements:

·         Willingness to work remotely in a start-up work culture

·         Experience in handling a large team of customer support team across India.                           International experience will be an added advantage.

·         Expertise in all aspects of customer support along with a passion for meeting business             objectives.

·         Hands-on experience with Zoho Desk and other Tools

·         Must have managed a team size of over 20 active managers and executives with the             ability to coordinate with cross-functional teams.

·         Proven track record of excellence in customer support delivery, upholding a customer            centric focus and mindset of surpassing the company’s expectations.

Person Specification:

·         High motivation and driven by a sense of ownership and passion

·         Excellent leadership ability and decision making skills

·         Strong analytical and system orientation skills

·         Outstanding interpersonal skills working with virtual teams

·         Excellent communication and problem-solving skills

·         Customer-centric focus and empathy for student’s success

·         Master’s in Management or similar

·         Certification in communication, persuasion, storytelling, etc. will be an added advantage

·         Must have worked in a start-up or companies in the growth stage with tens of thousands of customer base.

Benefits

Negotiable, commensurate with experience and industry practice.

A mix of fixed pay with performance-linked bonuses.