Deputy Team Lead Operations / Jalandhar / Edtech Experience Mandatory

Zell Education; Jalandhar; On-site; INR 350,000 - 550,000; Full time

Job summary

ZELL Education in Jalandhar, India, is seeking a proactive Client Success / Customer Support specialist to manage B2B client and student inquiries. You will coordinate with Academics, Sales, Product, and Finance to resolve issues within SLAs while ensuring high satisfaction.

Open to travel and strong communication skills are essential. Prior experience with Zoho or Freshdesk is preferred for efficient CRM handling.

Qualifications

• Minimum 2–4 years of experience in handling and servicing B2B clients and students, preferably from the education or any service-driven industry.
• Strong interpersonal and communication skills (spoken and written).
• Ability to multitask and manage pressure in a fast-paced environment.
• Problem-solving mindset with a customer-first attitude.
• Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
• Open to travel.

Responsibilities

• Handling client concerns/escalations proactively and promptly.
• Cross-vertical coordination across teams like Academics, Sales, Product, and Finance.
• Act as a single point of contact for all student concerns and queries for assigned clients.
• Manage end-to-end resolution within defined SLAs while ensuring high satisfaction scores.
• Liaise with internal teams (Academic, Tech, and Operations) to close student issues efficiently.
• Analyze student feedback and identify areas for process improvement.
• Maintain CRM records, ticketing systems, and update case logs accurately.
• Proactively engage with students to ensure ongoing satisfaction and retention.

Tools

Zoho

Freshdesk

Job description

About ZELL Education

ZELL Education is a fast-growing EdTech organization focused on delivering industry-relevant professional education programs. We work closely with students and corporate partners to ensure a seamless learning experience, strong outcomes, and high satisfaction through structured support and operational excellence.

Key Responsibilities:

• Handling client concerns/escalations proactively and promptly.
• Cross-vertical coordination across teams like Academics, Sales, Product, and Finance.
• Act as a single point of contact for all student concerns and queries for assigned clients.
• Manage end-to-end resolution within defined SLAs while ensuring high satisfaction scores.
• Liaise with internal teams (Academic, Tech, and Operations) to close student issues efficiently.
• Analyze student feedback and identify areas for process improvement.
• Maintain CRM records, ticketing systems, and update case logs accurately.
• Proactively engage with students to ensure ongoing satisfaction and retention.

Key Requirements:

• Minimum 2–4 years of experience in handling and servicing B2B clients and students, preferably from the education or any service-driven industry.
• Strong interpersonal and communication skills (spoken and written).
• Ability to multitask and manage pressure in a fast-paced environment.
• Problem-solving mindset with a customer-first attitude.
• Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
• Open to travel.