Job Title: Customer Support Executive
Department: Customer Support / Parent Relations
Reporting To: Customer Support- Team Lead
Timings: 8:30 am to 5:30 pm, 6 days working
Work Mode: Onsite, Gurugram.
About Cyboard School
Cyboard School is a next-generation online school dedicated to providing high-quality, interactive, and flexible education for students from Nursery to Grade X . We combine the best of technology and pedagogy to create an engaging learning environment accessible to all.
As part of our growing team, we are looking for a Customer Support Executive who will be the voice of Cyboard School ensuring that parents, students, and stakeholders receive prompt, professional, and effective support.
Key Responsibilities
- Parent Communication & Support
- Act as the first point of contact for parents via calls, emails, WhatsApp, and support portals.
- Address and resolve parent queries related to academics, schedules, fees, platform access, and general concerns.
- Renewals & Retention
- Proactively connect with existing parents regarding upcoming renewals.
- Clearly explain renewal plans, timelines, fee structures, and benefits.
- Work towards meeting or exceeding renewal conversion benchmarks through proactive follow-ups, effective communication, and timely closure.
- Follow up consistently to ensure timely renewals and minimize dropouts.
- Maintain accurate renewal tracking and update records in CRM or internal systems.
- Coordination & Follow-ups
- Coordinate with academic teams, class teachers, and operations for smooth resolution of parent concerns.
- Share parent feedback with internal stakeholders to support service improvement.
- Ensure all commitments made to parents are tracked and closed within defined timelines.
- Documentation & Reporting
- Maintain detailed records of parent interactions, complaints, and resolutions.
- Prepare daily/weekly reports on support tickets, parent concerns, and renewal status.
- Ensure compliance with internal processes and communication guidelines.
Required Skills & Competencies
- Excellent verbal and written communication skills in English (additional languages are a plus).
- Strong interpersonal and relationship-building skills.
- Ability to handle parent concerns with empathy and professionalism.
- Good follow-up, negotiation, and persuasion skills for renewals.
- Basic knowledge of CRM tools, Google Workspace, and online communication platforms.
- Ability to work under pressure and manage multiple tasks efficiently.
Qualifications & Experience
- Graduate in any discipline (Education or Customer Support background preferred).
- 02 years of experience in customer support, parent coordination, or education-related services.
- Experience in handling renewals, retention, or sales support will be an added advantage.
Skills: customer experience,communication skills,customer support,crm
