Job Title

Role: AM - Student SuccessExperience: Minimum 3 Years in Customer Support Team Lead Role (BPO Experience Preffered)Location: Noida, Sector 62Compensation: Upto 6lpaCustomer 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 ResponsibilitiesTeam 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 excellenceCustomer Excellence- Oversee personalized student interactions and ensure swift query resolution - Analyze interactions to improve service quality and satisfaction scoresPayment Optimization- Lead part-payment collections, minimizing delays and disputes - Innovate strategies for seamless transactions and proactive issue resolutionPerformance & Growth- Track KPIs, host huddles for feedback, and deliver targeted training - Drive continuous improvement and agent career developmentInsights & Strategy- Create data-driven reports on performance, satisfaction, and payments - Partner with leadership to refine policies for better service and scalabilityQualifications- 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