On a mission to make tech careers accessible to everyone, no matter their financial or educational backgrounds.

Masai

Location:&nbsp;HSR Layout, Bengaluru
Working Days: Monday to Saturday
Role Overview
We are looking for a detail-oriented and proactive&nbsp;Retention – Student Operations professional to manage and drive learner/customer retention through strong financial operations, payment management, and issue resolution.&nbsp;
Key Responsibilities
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Own end-to-end&nbsp;retention-related financial operations, including payment follow-ups, resolution of payment issues, and account reconciliation
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Proactively engage with customers facing payment challenges to ensure timely resolution and continued association
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Work closely with&nbsp;sales, support, and operations teams&nbsp;to reduce drop-offs due to financial or process-related issues
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Track and analyze&nbsp;payment trends, drop-offs, and churn reasons, and share insights for improvement
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Manage communication related to&nbsp;EMI failures, refunds, refunds processing, and payment escalations
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Ensure accurate documentation and compliance with internal finance processes
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Maintain clear records and MIS reports on collections, recoveries, and retention metrics
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Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction
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Key Skills &amp; Competencies
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Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly
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Collections &amp; dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows
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CRM &amp; support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management
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Analytics &amp; reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations
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Reconciliation &amp; accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience
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Customer engagement &amp; communication: strong negotiation and empathetic conversation skills across phone, email, SMS and WhatsApp; experience reducing churn through targeted outreach
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Familiarity with regulatory and security considerations (PCI-DSS), basic scripting/automation (Python, Zapier) and fraud prevention tools (Sift, Riskified) is advantageous
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Metrics-driven mindset: comfortable setting and tracking KPIs such as churn rate, payment success rate, recovery rate, NPS, and retention cohorts
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Preferred Qualifications
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Experience in&nbsp;edtech, fintech, subscription businesses, or service-based organizations&nbsp;with demonstrable impact on retention or collections
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Prior experience in&nbsp;collections, retention, finance ops, or customer success, ideally using tools like Chargebee/Zuora, Stripe, Razorpay, and CRM platforms (Salesforce, Zendesk)
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Hands-on familiarity with analytics and BI tools (SQL, Excel, Looker, Tableau/Power BI, BigQuery) and reconciliation or accounting tools (QuickBooks, Xero)
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What We Offer
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Attractive performance-based incentives with uncapped earning potential.
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Opportunity to work with one of India's fastest-growing EdTech organizations.
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Collaborative, learning-driven, and high-performance work culture.
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Structured career progression with internal growth opportunities.
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Continuous learning, mentorship, and professional development.
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