About The Opportunity
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.
Role & Responsibilities
- 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.
- 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.
- 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.
- 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.
Reporting & Context
- Reporting To: Customer Support- Team Lead.
- Timings: 8:30 am to 5:30 pm, 6 days working.
- Work Mode: Onsite, Gurugram.
- Department: Customer Support / Parent Relations.
- The role is to be the voice of Cyboard School, ensuring prompt, professional, and effective support to parents, students, and stakeholders.
Skills & Qualifications
Must-Have
- 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.
- 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.
Education
- Graduate in any discipline; Education or Customer Support background preferred.
Industry & Context
- Industry: Education.
- Location: Gurugram, Haryana, India. Onsite work mode with standard timings; expects regular engagement with parents and internal teams.
Skills: customer support,communication,crm tools,google workspace,grievance handling
