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Senior onsite role requiring startup experience reduces applicant density.
Skills transfer across consumer subscription and marketplace businesses, with moderate bias toward retention-focused roles.
Explicit 8–10 years, plus 3+ years managing 10+ and startup-building experience creates strict filters.
Define and implement high-quality, scalable support and retention operations including escalation handling and 24/7 coverage.
Build, lead, and grow the Support and Retention team (12-20 members), personally handling toughest escalations and coaching for ownership.
Own key metrics (resolution quality, response times, renewal rates), partner on product fixes, and create a data-driven retention playbook to reduce student churn.
8 to 10 years of experience in customer support or success, including meaningful startup exposure.
Minimum 3 years managing teams of 10+ members.
Experience building support processes from scratch, handling complex escalations hands-on.
Location requirement: Must be onsite in Bangalore.
Experienced leader comfortable with ambiguity and building support functions from an imperfect starting point at startups.
Strong data-driven decision maker, able to define and track key support and retention metrics and use evidence to improve.
Hands-on operator with a customer-first mindset, able to personally handle complex escalations and set high standards for the team.