Customer support

Job description:

About the Role:

We are looking for a compassionate, proactive, and service-driven Parent Support Executive to join our on-site team in Bangalore. In this role, you will be the primary point of contact for parents, ensuring a seamless experience throughout their journey with our online school. From handling everyday queries to supporting onboarding and engagement, you will play a critical role in nurturing trust and fostering long-term parent-school relationships.

Key Responsibilities:

• Serve as the first line of communication for parents regarding academics,scheduling, technical support, billing, and school policies.
• Respond to parent inquiries via calls, emails, and chat, ensuring timely and accurate resolution.
• Liaise with internal departments (academic teams, IT, finance, operations) to coordinate solutions to parent concerns.
• Maintain clear documentation of all parent interactions, complaints, and outcomes using CRM or ticketing systems.
• Guide parents through onboarding, helping them navigate digital platforms, class schedules, curriculum structure, and support resources.
• Educate parents on how to effectively use the school’s technology platforms and communication tools.
• Manage escalations with empathy and professionalism, aiming for first-contact resolution where possible.
• Share timely updates, reminders, and school announcements to keep parents well-informed and engaged.
• Support periodic parent feedback surveys and assist in preparing insights and recommendations for leadership.
• Participate in virtual PTMs, orientation sessions, and community-building activities to enhance parent engagement.

Required Skills & Attributes:

• Strong communication skills in English.
• High levels of empathy, patience, and diplomacy in handling diverse parent concerns.
• Excellent organizational skills with a strong attention to detail.
• Comfort with using CRM systems, school portals, video conferencing tools, and productivity software.
• Ability to manage high interaction volumes while maintaining a friendly, solution-oriented tone.
• Team-oriented, adaptable, and proactive in anticipating parent needs.

Qualifications:

• Bachelor’s degree in any discipline (preferred: Education, Communication or similar fields).
• 2 to 4 years of experience in customer service, parent relations, or student services,ideally within the education or edtech space.
• Prior exposure to online schooling or digital learning platforms will be an added advantage.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person