Customer Success Representative

Role Overview

We are seeking a passionate Customer Support Executive to serve as the primary liaison between DeepGrade and our educational partners. You will be the voice of our platform, helping schools and teachers maximize the potential of AI-powered assessment while ensuring an exceptional customer experience.

Key Responsibilities

Customer Communication & Support

• Respond promptly to inquiries from schools, teachers, and educational administrators via phone, email, chat, and video calls 
• Provide comprehensive product guidance on DeepGrade's features including automated grading, analytics dashboard, and performance insights 
• Conduct virtual training sessions and demos for new users and institutions 
• Troubleshoot technical issues and coordinate with the development team for complex problems 

Educational Partnership Management

• Build and maintain strong relationships with school administrators, teachers, and IT coordinators 
• Understand unique needs of different educational boards (CBSE, ICSE, IGCSE, State Board, Matriculation) 
• Provide tailored solutions and recommendations based on institutional requirements 
• Assist with platform onboarding, setup, and initial configuration 

Product Education & Training

• Explain complex AI technology concepts in simple, educator-friendly language 
• Guide users through features like Bloom's taxonomy analysis, learning gap identification, and comprehensive analytics 
• Create and maintain user guides, FAQs, and training materials 
• Conduct webinars and group training sessions for multiple institutions 

Quality Assurance & Feedback

• Monitor customer satisfaction metrics and resolution times 
• Collect user feedback and collaborate with product team for continuous improvement 
• Document common queries and create knowledge base articles 
• Ensure compliance with educational data privacy and security standards 

Required Qualifications

• Educational Background:

  Bachelor's degree in education, Communications, Technology, or related field 
• Strong understanding of Indian educational system and assessment practices 
• Familiarity with educational technology and digital learning platforms 

Technical Skills

• Proficient in customer support tools (CRM, ticketing systems, live chat) 
• Basic understanding of AI/ML concepts and educational analytics 
• Experience with video conferencing and screen-sharing tools 

Communication & Interpersonal Skills

• Excellent verbal and written communication skills in English
• Ability to explain technical concepts to non-technical users
• Strong presentation and training skills 
• Active listening skills and ability to understand user pain points

Requirements

• 2-4 years of customer support experience, preferably in EdTech or SaaS 
• Experience working with educational institutions or teachers 
• Track record of achieving customer satisfaction targets 

Preferred Qualifications

• Teaching experience or background in education sector 
• Knowledge of assessment methodologies and grading practices 
• Familiarity with international educational systems (IGCSE, IB, etc.) 
• Multi-lingual capabilities (regional languages)

How to Apply

Submit your resume along with a cover letter explaining your passion for education technology and experience in customer-facing roles to hr@smartail.ai with the subject line "Executive Assistant - CXO Office - Chennai. 

Please fill out this form: https://forms.cloud.microsoft/r/Zpaj1YLN8U