Team Leader (Post-Sales & Customer Success)

Job Description Review Call Department Team Leader

Job Title

Review Call Department Team Leader (Post-Sales & Customer Success)

Department

Customer Success / Post-Sales Review

Reports To

Operations Manager / Director

Team Size

6 Review Call Executives

Role Objective

To ensure smooth post-sales student experience by verifying app installation, class access, collecting feedback, resolving issues, and improving retention.

Key Responsibilities

Lead daily operations of review call team

Ensure post-sales follow-up within 2472 hours

Verify app installation, login, and class access

Collect and categorize student feedback

Handle escalations and coordinate with Tech, Academic & Accounts teams Monitor CRM updates and call quality

Reduce dropouts and refunds

Prepare weekly and monthly performance reports

KPIs

Post-sales call completion rate

App installation success %

First class view success rate

Issue resolution TAT

Student satisfaction score

Retention and refund reduction

Required Qualifications

Any Graduate

24 years experience in customer success / support

Minimum 1 year team handling experience preferred

Skills

Strong communication (English & Malayalam)

Leadership and people management

CRM knowledge

Basic mobile app & technical understanding

Empathy and problem-solving skills

Tools

CRM, Call Management System, Mobile App Dashboard, Google Sheets/Excel, WhatsApp Business