Opportunity brief
Responsibility:
- Engage with learners through calls, virtual interactions, and office visits to understand their concerns, resolve issues promptly, and ensure a smooth learning experience.
- Take ownership of customer satisfaction metrics (CSAT, NPS, feedback scores) and implement action plans to consistently improve service quality.
- Build strong relationships with learners and actively collect feedback to share with product, operations, and marketing teams to enhance offerings and reduce churn.
- Monitor learner journeys from onboarding to completion, ensuring timely support, follow-ups, and high engagement levels.
- Collaborate closely with the Team Lead to manage team performance, optimize workflows, and improve response and resolution times.
- Play a key role in scaling customer experience operations as we expand across India by helping build remote CSAT teams and supporting the setup of new support hubs in multiple cities.
Requirements:
- Strong verbal and written communication skills.
- Good problem-solving and relationship-building skills.
- Comfortable handling customer/learner queries through calls and virtual interactions.
- Comfortable working in a fast-paced startup environment with high ownership.