[Hiring] Student Operations Team Leader @Contour Education

Role Description

This is a remote position.

You are the point of contact for a Contour customer experience pod. This is a management role: you do not carry a personal query target, your pod's results are your results. You own the quality chain, every response sent, every process followed, every query cleared. The disciplines in the CX block span billing, service, and student experience, and the pod you run works one of them.

A great POC runs a pod that does not need managing from above. Your day is built on triage and queue ownership:

• Clear each triage window with zero unassigned queries.
• Keep first response inside the fifteen-minute standard for every query type except policy questions.
• Drive the pod's queue to zero every day, approving and tracking the rare carry-over yourself.
• Keep full platform coverage at all times across Missive, Podium, and the ticket queue.
• Flag volume that outruns capacity at the first sign.

You own pod quality and the audits that protect it:

• Audit enough of your team's work to see error patterns as they emerge.
• Flag them within the day and get resources corrected.
• Own development: train every pod member across all query types.
• Document a plan for any gap.

You report to the delivery manager for the CX block, who runs the wider operation. The North Star is Resolution Integrity: the share of queries actually resolved for the family at first attempt.

Qualifications

• Demonstrated experience running or coordinating a support, billing, or operations pod or small team, in a professional setting.
• Sharp triage and prioritization skills.
• An owner's instinct for pod output responsibility.
• A coach's habit in training people across a full range of query types.
• Comfort with a ticketing tool, a CRM, and a payments tool.
• Calm accuracy under volume, and reliable reporting.
• Cross-timezone comfort, with overlap into Australian time.

Requirements

• Experience with Missive, Podium, Suptask, or similar inbox and ticketing tools.
• Hands-on experience 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.
• Compensation is competitive and benchmarked to the role and your experience.
• Open discussions about compensation early in the process.