Student Operations Team Leader

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of triage and the queue, ensuring all triage windows are cleared of unassigned queries

• Uphold a fifteen-minute first-response standard and aim to reduce the pod's queue to zero on a daily basis

• Authorize and monitor any rare carry-overs

• Ensure coverage across Missive, Podium, and the ticket queue, supported by a trained backup

• Conduct audits of pod work to identify error patterns early and keep resources up to date

• Provide training for every pod member on all query types and document strategies for addressing skill gaps

• Respond to inquiries from the pod, lead, and stakeholders within fifteen minutes

• Distribute pod performance metrics on schedule

• Identify capacity constraints early to facilitate staffing and routing adjustments

• Manage the daily operations, output, quality, development, and ramp of the pod

• Report to the delivery manager for the CX block

⛳️ Requirements

• Proven experience in managing or coordinating a support, billing, or operations pod or small team within a professional environment

• Strong triage and prioritization abilities

• Accountability for pod output and capability to operate independently

• Proficiency in training individuals across a comprehensive range of query types and delivering constructive feedback

• Familiarity with a ticketing tool, a CRM, and a payments platform

• Ability to maintain calm accuracy under high volume and ensure reliable reporting

• Comfort working across time zones, with some overlap into Australian time

• Nice to have: Experience with Missive, Podium, Suptask, or similar inbox and ticketing systems

• Nice to have: Practical experience with Stripe or another payments or billing platform

• Nice to have: Background in education, edtech, fintech, or a high-volume student- or customer-facing operation

• Nice to have: Experience in developing SOPs, audit processes, or onboarding and training plans for a team

🏝️ Benefits

• Fully remote position, available from anywhere in India

• Competitive compensation that is benchmarked to the role and your level of experience

• Open discussions regarding compensation early in the process