Description

You'll lead a Bangalore-based team of Customer Relations Associates, ensuring exceptional support for students navigating our loan application process. You'll manage workflows, design conversion campaigns, and mentor team members to deliver superior experiences across multiple channels.

Requirements

• Bachelor's degree in a qualitative field or higher
• 6+ years of B2C global customer service or support experience in a high-touch, fast-paced environment
• 2+ years in a supervisory capacity for a high-performing team
• Prior work experience in financial services, insurance, or higher education
• Proven track record in a sales-oriented or targets-driven environment

Responsibilities

• Manage prioritization and workflow for a team of Customer Relations Associates, setting daily and weekly targets
• Design and execute conversion initiatives including call and email campaigns
• Handle escalated customer concerns and applicant feedback to improve processes
• Collaborate with QA, Training and Analytics to impact team performance
• Coach and mentor team members for professional growth