Passionate Tutoring, Professional Resources and a Personal Touch. Your Education, Reshaped
Student Operations Team Leader
Location
India
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Student Operations Team Leader
Contour Education
• Own triage and the queue. • Clear every triage window with zero unassigned queries, hold the fifteen-minute first-response standard, and drive the pod's queue to zero daily, approving and tracking carry-overs yourself. • Hold platform coverage. • Keep Missive, Podium, and the ticket queue covered at all times, with a trained backup actively carrying every responsibility. • Run pod quality and audits. • Audit enough of the pod's work to catch error patterns early, flag them within the day, and keep every resource current. • Develop the pod. • Train every member across all query types, and put a documented plan behind any gap. • Stay reachable and report up. • Respond to your pod, your lead, and stakeholders inside fifteen minutes, and send your pod's numbers up on schedule. • Flag capacity early. Raise volume that outruns the pod at the first sign, so staffing and routing get sorted before families wait.
Job Requirements
- Demonstrated experience running or coordinating a support, billing, or operations pod or small team, in a professional setting.
- Sharp triage and prioritization: you can look at a full queue and know what matters and who should take it.
- An owner's instinct: your pod's output is your responsibility, and you run to it without being prompted.
- A coach's habit: you train people across a full range of query types and give feedback that lands.
- Comfort with a ticketing tool, a CRM, and a payments tool, enough to audit your team's work and resolve the hard cases.
- Calm accuracy under volume, and reliable reporting without being chased.
- Cross-timezone comfort, with overlap into Australian time.
- Nice to Have Experience with Missive, Podium, Suptask, or similar inbox and ticketing tools.
- Hands-on with Stripe or another payments or billing platform.
- Background in education, edtech, fintech, or a high-volume student- or customer-facing operation.
- Experience building SOPs, audit routines, or onboarding and training plans for a team.
Benefits
- Fully remote, anywhere in India.
- Your day runs on India hours with overlap into Australian business time.
- Compensation is competitive and bench marked to the role and your experience.
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