Student Operations Team Leader

Contour Education

. Own triage and the queue, clearing every triage window with zero unassigned queries .

Posted 9/22/2026full-timeRemote • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong ownership of pod operations, including triage, training, and performance reporting, while effectively managing team dynamics and ensuring high-quality output. Proficient in using ticketing tools and CRMs to streamline processes and enhance customer support.

Highest-signal resume keywords

Triage And Prioritization SkillsPod Management ExperienceTraining And Development ExpertiseTicketing Tool ProficiencyCross-Timezone Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Triage SkillsPerformance ReportingTraining And DevelopmentSOP DevelopmentAudit Routines

Soft Skills

OwnershipCalm Under PressureEffective Feedback

Tools & Technologies

MissivePodiumSuptaskStripe

Industry Keywords

Support Pod ManagementBilling OperationsEdtechFintechCustomer-Facing Operations

About the role

Key responsibilities & impact

Own triage and the queue, clearing every triage window with zero unassigned queries
Hold the fifteen-minute first-response standard and drive the pod's queue to zero daily
Approve and track rare carry-overs
Maintain coverage across Missive, Podium, and the ticket queue with a trained backup
Audit pod work to catch error patterns early and keep resources current
Train every pod member across all query types and document plans for skill gaps
Respond to the pod, lead, and stakeholders within fifteen minutes
Send pod performance numbers on schedule
Flag capacity constraints early to enable staffing and routing adjustments
Own the pod's daily operation, output, quality, development, and ramp
Report to the delivery manager for the CX block

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 skills
Ownership of pod output and ability to run without prompting
Ability to train people across a full range of query types and provide effective feedback
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
Nice to have: Experience with Missive, Podium, Suptask, or similar inbox and ticketing tools
Nice to have: Hands-on experience with Stripe or another payments or billing platform
Nice to have: Background in education, edtech, fintech, or a high-volume student- or customer-facing operation
Nice to have: Experience building SOPs, audit routines, or onboarding and training plans for a team

Benefits

Comp & perks

Fully remote, anywhere in India
Compensation is competitive and benchmarked to the role and your experience
Compensation discussed openly early in the process