About Role :
We are looking for individuals who can conduct structured yet natural conversations with teachers, parents, and students across diverse geographies, using predefined research frameworks while adapting seamlessly to each interaction. The role requires strong listening skills and empathy to uncover deep customer motivations understanding what drives satisfaction, engagement, or churn while accurately capturing verbatims, tone, and emotional nuances. You will work closely with the Research team to align interviews with key business problems, identify recurring patterns, and translate conversations into meaningful qualitative and quantitative insights. Exposure to user research, customer feedback analysis, or NPS programs would be an added advantage.
What you'll do
- Conduct short, structured interviews with teachers, parents, and students — across geographies and segments
- Use a set of pre-defined questions shared by the Researcher for each study, but adapt naturally to each customer's tone and flow
- Listen deeply and identify motivational factors -what drives satisfaction, engagement, or churn
- Accurately document verbatims, tone, and emotions not just answers
- Capture quantitative signals from conversations (e.g., % of mentions for certain pain points)
- Work closely with the Researcher to ensure interviews align with the quarterly research problem (e.g., reasons for renewal, experience gaps, or communication triggers)
- Participate in weekly debriefs to share observations, top quotes, and recurring patterns
What You'll Bring
- 2–6 years of experience in a customer-facing or communication-driven role (Customer Experience, Operations, Research, Sales, or Community)
- Excellent spoken and written communication in English; proficiency in one or more regional languages is a plus
- Excellent conversational ability and natural empathy-you enjoy listening and can make people open up
- Strong listening skills and natural curiosity- you enjoy understanding people and their motivations
- Ability to probe thoughtfully and uncover the real reason behind customer sentiments
- Comfortable with data organization, note-taking, and pattern recognition
Bonus: Exposure to user interviews, customer feedback analysis, or NPS programs
