Overview Build the Future Our vision is to unlock the potential of each learner at every stage of life. At McGraw Hill we believe that your diverse experiences enrich the way you learn, teach, and grow. We are looking for a Team Lead-Customer Services for our office based in Noida. This role focuses on supporting and enhancing the customer experience for our US business. Your impact on the team: As our new Team Lead-Customer Services, you will promote teamwork, knowledge sharing and demonstrate thoughtful collaboration with customers and stakeholders across multiple business units. You will prioritize customer needs against available resources to deliver viable solutions that enhance learning for students, instructors, and institutions. Working hours for this role will be 04:30PM IST – 01:30AM IST (US Business Hours) What you will be doing: Responsible for ensuring all the processes are documented and being followed by their team members by performing quality audits on their work and handling escalated situations where necessary. Holding regular team meetings to ensure their teams are up to date on business and department happenings. Acts as a subject matter expert on various business unit or department initiatives, representing their area of the business. Facilitating new hire training for new employees when applicable. Ensuring that they are plugged into the overall business and understanding any upcoming changes in business offerings, company initiatives, change in policy, or product updates. We’re looking for someone with: Min 5 years of experience in Contact center operations/Technical support/Customer service. People management experience is mandatory. Experience working in a publishing company is plus. Good to have skills- Salesforce, Oracle, More4Apps and SQL Bachelor's degree in related field or equivalent experience. Why work for us? There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do! A competitive salary, free meal coupons, free transport and an achievable bonus coupled with the opportunity to join a very successful team that focuses on making a difference. 48241