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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro location, mid-level generalist operations role with broad skills causes high candidate competition.
Customer-success and operations skills transfer easily across industries, so background sensitivity is low.
Explicit 2–5 years requirement, leadership experience, and CRM/data skills create medium shortlisting strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Manage and mentor a team of Customer Success Associates to drive learner engagement, retention, and overall learner experience across multiple cohorts.
Own team performance metrics including KPIs, dashboards, reports, and conduct regular quality checks and coaching to improve team productivity and customer outcomes.
Handle complex learner escalations and collaborate cross-functionally to resolve issues, implement process improvements, and ensure consistent execution of learner support processes.
Minimum Requirements
2–5 years of experience in Customer Success, Student Success, Customer Support, Customer Service, or Account Management.
At least 1–2 years of experience managing or leading a team.
Bachelor's degree in any discipline.
Proficiency in Google Sheets, Microsoft Excel, CRM tools, and performance reporting dashboards.
Ideal Candidate Profile
Experience in EdTech, Student Success, or learning program environments preferred.
Strong data-driven approach to analyze team and learner performance and translate insights into actionable improvements.
Capability to lead a team through coaching, motivation, and maintaining accountability while managing multiple priorities and escalations.