Role & Responsibilities
- Own inbound learner support across phone, email, and live chat; resolve queries end-to-end while meeting SLA and quality KPIs.
- Manage and prioritise tickets in the helpdesk (Freshdesk/Zendesk/Intercom), ensuring accurate status updates and timely resolution.
- Troubleshoot access, payment, course content, and LMS issues; coordinate with Product, Tech, and Finance teams for escalations.
- Document repeat issues and update the knowledge base to reduce resolution time and improve self-service adoption.
- Capture feedback, log feature requests, and share structured insights with Ops and Product to enhance the learner journey.
- Prepare operational reports (SLA compliance, ticket volume, NPS trends) and suggest process improvements to boost CSAT.
Skills & Qualifications
Must-Have
- Familiarity with CRM platforms (Salesforce or equivalent)
- Proficient with MS Excel for reporting and data analysis
- Experience using ticketing systems and managing SLAs
- Prior customer support experience in EdTech, SaaS, or e-learning environments
Preferred
- Experience with LMS platforms and payment gateway troubleshooting
- Exposure to CX metrics (NPS, CSAT) and basic reporting dashboards
- Multilingual capability (Hindi or regional languages) to support local learners
Benefits & Culture Highlights
- On-site, collaborative team environment with clear growth paths into senior support, operations, or success roles.
- Learning stipend and regular upskilling opportunities focused on product and customer experience excellence.
- Performance-driven rewards and recognition tied to CSAT/NPS and SLA outcomes.
This role is ideal for high-energy, service-oriented professionals who excel at structured troubleshooting, operate well under SLA-driven KPIs, and want to contribute to a mission-led EdTech product that transforms careers.
Skills: salesforce,lms,excel,nps,chat,learning,freshdesk,edtech,ticketing systems,platforms,live,intercom,customer,zendesk,cold calling,csat
