Customer Experience Lead- Sr. Executive

Job Title: Lead (Sr. Executive) - Customer Experience (SaaS/LMS)

Location: Aftabnagar, Dhaka (Near East-West University)

Office Hours: 10:00 AM – 7 PM, 5 days in a week (Includes 30-minute lunch break)

Employment Type: Full-time

Deadline: September 25, 2026

About the job:

Join Our Dynamic Team at 𝐍𝐞𝐫𝐝𝐝𝐞𝐯𝐬 𝐋𝐭𝐝.! As our flagship Ed-Tech SaaS product, BIDDAAN, continues to empower educational institutions across the country, we are excited to expand our client success team. We are looking for an energetic and ambitious Trainee- Key Account Management (Customer Support) to join us and grow with Biddaan. This is a fantastic opportunity for fresh graduates or those with 1 year of experience in the same field who are passionate about starting a career in client relationship management within the tech industry.

About the Role:

We are looking for a highly dedicated, tech-savvy Customer Success Lead to head our client support and retention operations. Your core mission will be managing our existing client revenue, leading a team of support executives, and strategically bringing back lost or inactive clients. If you love solving technical problems, training clients on software, and hitting retention goals, this is the perfect role for you!

What You Will Do (Core Responsibilities):

• Revenue & Retention Ownership: Take full responsibility for securing recurring revenue (subscription renewals/collections) from existing coaching centers and schools..

• Reactivate Lost Clients: Strategize and execute direct follow-ups, calls, and WhatsApp campaigns (with your team) to reactivate inactive or churned clients..

• Team Leadership: Lead, roster, and mentor a team of 4 Customer Success / Support Executives to ensure 100% SLA coverage and top-notch daily support..

• Tech Support & Onboarding: Act as the ultimate problem-solver for technical issues. Successfully onboard high-value (Tier A) clients and ensure they fully adopt the LMS platform..

• Customer Relationship: Build strong, trust-based relationships with coaching center owners and teachers, understanding their pain points and providing instant software solutions..

• Reporting: Track team KPIs, CRM logs, and daily retention metrics, and report directly to the COO/Management..

Who You Are (Key Requirements):

• Experience: Minimum 2/3 year of hands-on experience in Customer Service, Client Success, or Account Management—specifically in a Software Company, SaaS, or LMS (Learning Management System) platform. Fresh graduates are also encouraged to apply. .

• 100% Tech-Savvy: You must be highly adaptive to new technology. If you don't understand software workflows, APIs, or CRMs quickly, this role is not for you..

• 100% Dedication & Ownership: We need a leader who treats the company's revenue as their own. You must be proactive, not reactive..

• Communication Pro: Excellent communication and negotiation skills in Bangla. You know how to calm down an angry client and how to convince a lost client to return..

• Tools: Proficient in using CRM tools, Google Workspace (Sheets, Docs), and WhatsApp Business for professional communication..

What We Offer:

·    Fixed Monthly Salary: BDT 20,000 - BDT 25,000.

• Work in a world-class working environment..

• Five working days..

• Good work-life balance (8 hours/day, 40 hours/week)..

• Direct mentorship from an experienced COO & Manager..

• Opportunity for a permanent role after successful completion of the traineeship..

• Two weeks of paid leave per year..

• Timely performance evaluation..

• Indoor Sports..

• Annual Trip..

• Need a power nap? We have a bed for that..

How to Apply:

If you have the exact experience in Software/LMS customer service and are ready to take the challenge, send your updated CV to [email protected] with the subject line: "Application for Customer Success Lead (Sr. Executive) - [Your Name]".

• Last Date to Apply: September 25, 2026.