Student Success & Experience Executive
Job Description
Responsibilities
Respond to student queries through calls, emails, chats and other official communication channels.
Understand student concerns and provide accurate, courteous and timely resolutions.
Support students with onboarding, batch-related queries, class schedules, trainer coordination, LMS access and general course-related concerns.
Coordinate with Batch Allocation, Student Onboarding, Student Observation, Linguistics/Trainers, LMS, Finance and Sales teams.
Record every query, action, follow-up and resolution accurately in the designated tracker or system.
Follow up with students and internal teams until each case is fully resolved.
Ensure that response and resolution timelines are consistently met.
Identify dissatisfied or disengaged students and escalate potential dropout, refund or retention-risk cases.
Handle complaints professionally and maintain a calm, solution-oriented approach.
Escalate academic, technical, financial or policy-related concerns to the appropriate department.
Maintain confidentiality of student and organisational information.
Share recurring student concerns and process gaps with the reporting manager.
Participate in shift handovers and ensure that no open case is missed.
Contribute to student satisfaction, retention and service-quality targets.
Additional Responsibilities for Senior Candidates
Manage complex, sensitive and escalated student cases.
Guide junior executives in handling difficult conversations and unusual cases.
Review pending cases and support timely closure.
Monitor adherence to response and resolution timelines.
Assist the Team Lead or Manager in shift coordination and workload distribution.
Identify recurring service issues and recommend process improvements.
Support quality checks, team training and performance reporting.
Take ownership of cases involving multiple departments until final resolution.
Required Skills and Competencies
Strong verbal and written communication skills in English and Hindi
Minimum 4 years of relevant experience in customer support, student support, customer success or service operations
Excellent listening, empathy and conflict-resolution skills
Ability to manage difficult conversations without losing professionalism
Strong follow-up and coordination capabilities
Good documentation and case-management skills
Ability to prioritise multiple queries and work under pressure
Comfortable working with spreadsheets, email, CRM, LMS or ticketing systems
Ability to work independently in a remote environment
Stable internet connection, functional laptop and suitable work-from-home setup
Willingness to work in the assigned regular, break or night shift
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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