Customer Support Executive

Role Objective

Key Responsibilities

• Own end-to-end learner experience outcomes, ensuring consistent and high-quality support throughout the learner journey.
• Act as the primary point of contact for learner queries via platforms such as Zoho and WhatsApp, ensuring timely acknowledgment, resolution, and escalation where required.
• Maintain persistent communication efforts to connect with learners, including identifying and utilizing alternative communication channels when necessary.
• Drive learner satisfaction by continuously monitoring interaction quality and implementing improvements in service delivery.
• Ensure accurate and timely certification processing, including eligibility validation, coordination for issuance, and follow-ups on dependencies.
• Plan and execute learner engagement initiatives, events, and activities to enhance participation and overall experience.
• Manage onboarding for newly enrolled learners, ensuring clarity on program structure, platforms, and next steps.
• Identify and reactivate inactive learners through targeted engagement strategies and cross-functional collaboration.
• Detect early signs of learner disengagement and proactively lead re-engagement efforts within defined timelines.
• Collaborate with Student Operations and other internal teams to ensure seamless coordination and consistent communication across processes.
• Uphold ethical standards in all learner interactions, including data confidentiality, transparency, and fair practices.
• Ensure continuity and consistency of learner support across all touchpoints.

Key Requirements

• Bachelor’s degree in any discipline (Education, Management, or related field preferred)
• 1–4 years of experience in learner support, student engagement, customer success, or similar roles (EdTech experience preferred)
• Strong communication and interpersonal skills
• Ability to manage multiple learner interactions efficiently across channels
• Problem-solving mindset with a proactive approach to learner engagement
• High attention to detail and process orientation
• Ability to collaborate effectively with cross-functional teams

Preferred Skills

• Experience with CRM tools (e.g., Zoho) and communication platforms (e.g., WhatsApp Business)
• Understanding of learner lifecycle in EdTech or academic environments
• Experience in handling certifications, learner onboarding, or engagement programs