Key Responsibilities
- Contribute and manage key projects, including customer support, NPS, refunds, escalations, and inactive learner engagement
- Proactively reach out to learners to enhance their overall experience, aiming to improve retention, engagement, and Net Promoter Score (NPS).
- Respond swiftly to resolve learner concerns, ensuring a high standard of service.
- Collaborate cross-functionally to drive continuous improvements in processes and learner satisfaction.
- Analyze customer feedback to identify common issues, trends, and areas for improvement.
- Leverage data analytics tools and techniques to interpret customer feedback and NPS data for informed decision-making.
- Exhibit very high thresholds of emotional intelligence and empathy for the learner's current situation.
- Display a very high counseling approach to tactfully map product benefits with learners challenges and work a win-win situation for both Scaler and the learner.
- Deliver results against tight deadlines sometimes.
Must-have Mindsets And Skillsets
- Highly outcome and result-driven to ensure end customer success.
- Tolerance for ambiguity: which translates to a get-it-done rather than wait-for-perfection approach
- Iterative problem-solving, which translates to structuring problems and iterating on creative/implementable solutions
- Bias to own, hustle, and deliver, which translates to proactively taking the lead with new initiatives, by default
- Obsession with process excellence: which translates to being independent and detailed with all inputs and outputs
- Caring and inspirational teammate: which translates to bringing the best out of every colleague, always :)
About Company: Launched in 2019, Scaler is India's leading tech education company that upskills working professionals and educates aspiring engineers. With an industry-vetted curriculum designed to solve real-world challenges, Scaler offers two flagship programs, Scaler Academy and Scaler DSML, focused on building impact-driven tech talent. Learners are mentored by experts and leaders from top organizations, including MAANG companies. On average, Scaler learners experience a 4.5x return on investment and a 126% increase in salary, reflecting the company's strong emphasis on tangible career outcomes.
