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 Rol

e: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 question

s.Key Responsibiliti

• es:Onboarding Learner

  s: 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 experie

• nceChampioning Learner Sentime

  nt: Ticketing system, Building reports, & escalating critical issues to management or related teams for immediate resolutio

• ns.Innovating and Streamlining Process

  es: Develop and implement new strategies to improve the customer experience through a regular monthly cy

• cleAnalysing Learner Metri

  cs: Monitor and analyse customer support metrics to continually improve performance and satisfacti

• on.Relaying Learner Feedba

  ck: Be the voice of our customers, ensuring their feedback is heard and acted up

• on.Driving Actionable Insigh

  ts: Translate customer feedback into actionable recommendations for product and service enhancemen

ts.You’ll Be a Great Fit IfY

• ou: You've got 1-2 years of You have a knack for transforming challenges into opportunit
• ies.HubSpot, Clickup, Metabase, and Excel knowledge, and feedback tools are your playground. You’re comfortable navigating and optimizing t
• hem.You're passionate about making customers happy and ensuring their voices are heard loud and cl
• ear.Your attitude is always upbeat, proactive, and focused on creating the best customer experience possi
• ble.You’re always on the lookout for ways to improve and enhance our support proces