Customer Service Associate (Live Class Support)

Codingal (www.codingal.com) is a global leader in online coding education for kids and teens, offering live, interactive classes taught by expert Computer Science instructors. Our mission is to inspire kids to fall in love with coding and empower them to create apps, games, websites, and animations, preparing them to become future entrepreneurs, engineers, and scientists.

With a curriculum accredited by STEM.org and based on the K-12 Computer Science Framework, Codingal provides personalized learning paths through 1:1 private classes or small group sessions. Kids find the experience fun and engaging, as reflected in our exceptional ratings: teachers are rated 4.9/5, curriculum 4.8/5, and an NPS of 86.

Founded in the US and backed by top investors like Y Combinator, Rebright Partners, and angel investors, Codingal has reached 500,000+ students worldwide. Parents trust Codingal for high-quality coding education that starts kids on a journey to unlock their full creative potential.

We are looking for a Customer Service Associate - Live Class Support to join the passionate Codingal team.

Key Responsibilities:

1. Monitor live course class dashboard continuously to identify and respond to alerts within 60 seconds
2. Manage real-time class disruptions when teachers are late or absent, including entering live classes to inform customers
3. Coordinate teacher deployments and communicate with parents about rescheduling when necessary
4. Provide technical support during live classes including audio/video issues, screen share failures, and platform feature malfunctions
5. Handle escalation tickets and route issues appropriately to Paid Students Team or Management
6. Verify class completion status and flag classes ending early (
7. Compile daily performance reports including class completion rates, substitute deployments, and technical issue resolution times
8. Provide an exceptional experience to customers through proactive problem-solving and real-time support
9. Be a relationship expert and ensure customer retention and satisfaction.

Required Skills:

1. Strong written and verbal communication skills
2. Proactive attitude with a focus on problem-solving and customer satisfaction
3. Proficiency in Microsoft Office Suite; familiarity with CRM tools is a plus
4. Positive attitude, adaptability, and eagerness to learn
5. Available to work from the Office
6. Ability to work under pressure and make quick decisions during live class situations
7. Strong multitasking abilities to handle multiple concurrent issues

Perks:

1. Free Dinner
2. Exposure to a fast-paced Ed-Tech startup
3. Health Insurance
4. PF Contribution

Education: Bachelor's degree

Salary: CTC of INR 3.5 LPA to 4.0 LPA (including incentives)

Position Title: Customer Service Associate - Live Class Support

Location: HSR Layout, Bangalore, India

*Please note that this is an in-person role, with no remote option available.

You get to work with a young & smart team, including directly with the founders, who are on a mission to inspire school kids to fall in love with coding. Come and join us on the journey to provide coding education to every K-12 student and prepare them for the future.

Apply now!