Customer Success Specialist

At Suraasa, we are transforming the global teaching landscape by enabling teachers to upskill, grow, and find better career opportunities.

The Progress Advisor and Liaison acts as the key mentor and support partner for learners at

Suraasa, ensuring a smooth and engaging learning journey. The role involves tracking learner

progress, providing personalised guidance, addressing queries, and collaborating with internal teams to enhance learner satisfaction and outcomes.

Location:

Designation:

Compensation:

Key Accountability & Responsibilities:

• Serve as the primary point of contact and mentor for learners enrolled in the program at Suraasa, guiding them through their learning journey and helping them achieve their academic and career goals.
• Conduct regular progress check calls with learners to review milestones, track performance, identify challenges, and provide timely guidance to ensure consistent progress.
• Take a personalised approach to understand each learner’s goals, background, and pace, offering tailored support and strategies to help them stay motivated and on track.
• Communicate important updates, class schedules, deadlines, and program requirements clearly and proactively to ensure learners remain informed and engaged.
• Provide comprehensive assistance in resolving learner queries related to academic content, platform navigation, skill evidence submissions, interview readiness, and certification processes.
• Collaborate closely with instructors, onboarding specialists, and support teams to ensure a seamless and coordinated learner experience.
• Maintain detailed learner records and progress reports, ensuring that all interactions and milestones are tracked accurately.
• Continuously assess and enhance engagement strategies and support mechanisms to improve learner satisfaction, retention, and outcomes.

Qualification Criteria:

• Experience: 1–2 years
• Background in Customer Service or Academic Support is mandatory.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to handle challenging situations empathetically and professionally.
• Highly organised, able to manage multiple learners and timelines efficiently in a fast-paced environment.
• Polite, compassionate, and confident in mentoring and guiding learners.
• Comfortable working with digital learning and communication platforms.