KEY RESPONSIBILITIES:
1. Revenue Generation (Core KRA 50%)
- Own and achieve monthly and quarterly targets for upselling, cross-selling, and re-activation of lapsed/inactive students.
- Build and execute structured re-activation campaigns to bring back students who have not engaged or renewed.
- Identify upsell and cross-sell opportunities within existing customer interactions and coach your team to convert them.
- Track revenue contribution from the support team and report progress against targets to senior management weekly
- Collaborate with the Sales and Marketing teams to align on campaigns, offers, and messaging for existing customers.
2. Team Leadership & Management
- Lead, mentor, and manage the customer support team to consistently deliver high service standards and hit revenue KPIs.
- Set individual targets for upsell, cross-sell, re-activation, and CSAT for each team member.
- Conduct regular 1:1s, team reviews, and performance coaching to address gaps and recognize top performers.
- Hire, onboard, and train new support executives as the team scales.
3. Support Operations & Quality
- Develop and implement customer service policies, SOPs, and workflows to ensure consistent, high-quality support across phone, email, and chat.
- Monitor key KPIs including first response time, resolution time, CSAT scores, and escalation rates.
- Oversee resolution of complex or escalated student complaints, ensuring quick and professional closure.
- Utilize CRM tools to track all student interactions, pipeline health, and team performance metrics.
- Ensure team proficiency in handling basic technical troubleshooting (Google Chrome, Windows PC) via remote sessions.
4. Insights & Process Improvement
- Analyze customer feedback, support trends, and interaction data to continuously improve service quality and identify revenue opportunities.
- Share structured insights with Sales, Marketing, and Product teams to improve student experience across the funnel.
- Stay updated on Biotecnika's latest offerings, industry trends, and student needs to keep the team's product knowledge sharp.
REQUIRED SKILLS & QUALIFICATIONS:
Education: Bachelor's or Master's degree in Biotechnology, Life Sciences, Business Administration, or a related field.
Experience: 5+ years of experience in customer support or service management, with at least 2 years in a team leadership role. Experience in EdTech, Biotech, Life Sciences, or healthcare domains is strongly preferred.
You'll be a great fit if you:
- Have managed a support team that carried both service and sales/revenue targets simultaneously.
- Are comfortable owning a revenue number you know your team's upsell conversion rate every week.
- Can build structure and processes in a fast-growing team without losing the human touch in customer interactions.
- Are data-driven you use CRM reports, call audits, and KPI dashboards to make decisions, not just gut feel.
- Have strong communication, coaching, and interpersonal skills your team performs because you invest in them.
- Have experience handling B2B and B2C customer interactions at scale.
- Are familiar with CRM software (e.g., Zoho, HubSpot, Freshdesk, or similar tools).
- Knowledge of industry regulations and compliance standards in EdTech or Life Sciences is a plus.
WHY JOIN BIOTECNIKA
- Revenue Ownership: Lead a team that directly contributes to company growth your impact is measurable and recognized.
- Performance-Based Incentives: Strong fixed CTC with incentives tied to team revenue outcomes your results reflect directly in your earnings
- Scaling Organization: We are growing from 30 to 150+ employees this is a high-visibility role with a direct path to senior leadership.
- Exciting Industry: Work at the intersection of biotechnology, education, and AI one of India's fastest-growing sectors.
- Continuous Learning: Regular training on Biotecnika's expanding course portfolio, sales techniques, and customer success practices
- Prime Location: Based out of our brand-new 7,000 sq ft office in HSR Layout, Bengaluru.
