Team Lead - Refunds & Retention (US)

About Us:At Bhanzu, our mission is to make math engaging, sparking curiosity and confidence in young learners. Bhanzu has successfully raised a $16.5M Series B funding round, led by Epiq Capital, with support from Z3Partners!We are changing the way math is learned and are blossoming into India's leading math education company, positively impacting students across 15+ countries. Through Bhanzu, we aim to eradicate Math Phobia across this globe, and enable our students to pursue careers in Stem Fields, Coding, Analytics, AI and much more by ensuring their core math fundamentals are strongRole OverviewAs theTeam Lead – Refunds & Retention , you will play a critical role in managing customer requests, optimizing operational workflows, and driving retention strategies to enhance customer satisfaction. You will lead a team focused on handling refund inquiries, mitigating churn, and improving retention processes by ensuring seamless and effective customer experiences.Key ResponsibilitiesOversee theRefunds & Retention team , ensuring efficient handling of refund requests and customer concerns. Develop and implementcustomer retention strategiesto minimize churn and enhance engagement. Optimizeoperational workflows , improving service efficiency and turnaround times for refund resolutions. Analyzecustomer feedback & trendsto proactively address concerns and improve policies. Collaborate with cross-functional teams, includingcustomer support, finance, and marketing , to enhance resolution processes. Maintaincompliance with company policies , ensuring fair refund practices while balancing business goals. Providetraining, mentorship, and performance managementfor the Refunds & Retention team. Generate and reviewweekly reportsto track refund rates, retention improvements, and customer satisfaction metrics.Qualifications & Skills 3+ yearsof experience inOperations, Customer Service, or Retentionroles. Proven track record of successfully handlingrefunds, escalations, and retention strategies . Stronganalytical and problem-solving skillswith the ability to make data-driven decisions. Excellentcommunication & negotiation skillsto engage effectively with customers. Leadership experience in managingteams & performance metrics . Hands-on experience withCRM tools & customer analytics platforms . Should be comfortable for US shifts (9PM - 7AM) Ability to work in afast-paced, customer-focused environment .

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