Student Operations Team Leader

Contour Education

Student Operations Team Leader managing customer experience pod for Contour Education. Overseeing triage, quality audits, and team development while ensuring responsiveness and efficiency.

Posted 7/9/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TriagePrioritizationTeam CoordinationQuality AuditingSOP BuildingOnboarding PlanningReportingPayments Processing

Soft Skills

OwnershipCoachingCalm Under PressureEffective Communication