Manager/Sr. Manager-Parent Support(India and International)

Will oversee the parent support team at GlIS. Will manage the parent support team, set up processes to handle parent inquiries in the most efficient way possible and work with other functions to optimize support services for students and parents.

Key Responsibilities:

Leadership & Team Management:

• Manage, coach and lead the parent support team to deliver their best performance.
• Train and develop new team members to get started
• Create a clear path for the team to share goals and KPIs, while staying on top of performance reviews.
• Create positive moral with your team by doing good team work.

Parent Support Services:

• Responsible for managing the day-to-day parent queries/requests/complaints of each campus in order to provide timely and accurate resolution on parent inquiries.
• Track parent support tools (i.e., CRM systems, helpdesk software), ensuring proper use and optimization.
• Track Withdrawals along with action plan to reduce at each campus
• Build and sustain a rich base of knowledge and parent self-help resources.
• Parent satisfaction and issue resolution
• Serve as an escalation point for complex or high priority parent issues, ensuring quick and effective resolution.
• Analyze Parent feedback and improve for better parent experience.
• Track parent satisfaction metrics like CSAT and NPS, and always aim to get better based on your parents' feedback.
• Use parent interaction feedbacks to provide insight into shaping product development and business strategies.

Reporting & Analytics:

• Produce and deliver regular, parent-facing support performance, trend, KPI reports to senior management.
• Use data and analytics to analyze parent behavior trends, efficiencies and service gaps.
• Publish Daily/Weekly/Monthly Dashboards

Qualifications:

• Education:
• Bachelor's degree in Business Administration, Communication, or a related field.
• Master's degree (MBA) is preferred but not mandatory.
• Experience:
• good years of experience in parent support, with at least 3 years in a managerial role.
• Experience in the education, technology, or service industry preferred.
• Proven track record of leading high-performing teams and managing large-scale parent support operations.
• Skills:
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficient in parent support software (e.g., Zendesk, Salesforce, etc.).
• Analytical and data-driven approach to problem-solving.
• Ability to work under pressure and handle complex parent issues.