Customer Success Associate

OUR STORY:

In 2021, Novatr began as a dream at a tiny garage in the bustling lanes of Delhi. This dream was to empower every architect, engineer, and AEC professional with cutting-edge technology skills and help them realize their true potential. The AEC (Architecture-Engineering-Construction) industry is on the brink of a technological revolution, and we take pride in creating world-class, industry-relevant curriculums and innovative learning experiences that the world has never seen before.

Founded by visionary architects and engineers, and backed by leading investors like Y Combinator and Powerhouse Ventures, we are fully committed to building the people who are building a better tomorrow. The world needs bold solutions and bold people to make things happen. Our mission is to empower every AEC professional through technology and innovative learning experiences. And guess what? We want YOU to be a part of this exhilarating journey!

About the Role:

Join us as a high-empathy, high-ownership customer success champion who will become the voice of the customer at Novatr. This role offers deep insight into the processes that make an Ed-tech startup tick and will require you to interact with stakeholders across the organization to resolve customer complaints, feedback, and questions.

Key Responsibilities:

• Onboarding Learners:

  Reach out to your learners and help them prepare for the 9-month course journey at Novatr. This step is key to guaranteeing a top learner experience

• Championing Learner Sentiment:

  Ticketing system, Building reports, & escalating critical issues to management or related teams for immediate resolutions.

• Innovating and Streamlining Processes:

  Develop and implement new strategies to improve the customer experience through a regular monthly cycle

• Analysing Learner Metrics:

  Monitor and analyse customer support metrics to continually improve performance and satisfaction.

• Relaying Learner Feedback:

  Be the voice of our customers, ensuring their feedback is heard and acted upon.

• Driving Actionable Insights:

  Translate customer feedback into actionable recommendations for product and service enhancements.

You’ll Be a Great Fit If You:

• You've got 1-2 years of You have a knack for transforming challenges into opportunities.
• HubSpot, Clickup, Metabase, and Excel knowledge, and feedback tools are your playground. You’re comfortable navigating and optimizing them.
• You're passionate about making customers happy and ensuring their voices are heard loud and clear.
• Your attitude is always upbeat, proactive, and focused on creating the best customer experience possible.
• You’re always on the lookout for ways to improve and enhance our support processes.