Student Academic Mentor

Job Description: Central Student Experience (CSE) Mentor

Location: Bangalore, Head Office

Role Overview:

The Central Student Experience Mentor is responsible for managing the student experience for a specific zone from the Bangalore Head Office. They support Primary Mentors at centres across India, ensuring smooth processes and positive outcomes through data-driven actions. While they don't interact directly with students regularly, they act as a Secondary Mentor to resolve student concerns and keep engagement consistent. If a Primary Mentor is on leave, the Central Mentor steps in to take over mentorship duties and ensure uninterrupted support.

Key Responsibilities:

1. Student Experience Management:

○ Oversee and manage the student experience centrally for the assigned zone

through regular collaboration with Primary Mentors.

○ Monitor and enhance key metrics, including NPS, Mentor Ratings, and timely

ticket resolution rates.

2. Secondary Mentorship:

○ Serve as a Secondary Mentor to assigned students, ensuring seamless support

and issue resolution.

○ Take on the responsibilities of a Primary Mentor during periods of absence or

long leaves to maintain continuity and prevent disruptions in the student

experience.

3. Collaboration with Primary Mentors:

○ Act as the central point of contact & buddies for Primary Mentors, providing

guidance, process support, and ensuring alignment with organizational goals.

○ Facilitate smooth communication and coordination between mentors, parents,

and students when required.

4. Issue Resolution and Student Support:

○ Ensure timely and effective resolution of student queries, escalations, and

concerns by collaborating with cross-functional teams.

○ Proactively track tickets and feedback to identify trends, address gaps, and

ensure high service quality.

5. Emergency Coverage:

○ Step in as the student’s primary point of contact during mentor absences to

ensure there are no interruptions in their experience.

Key Metrics for Success:

● Net Promoter Score (NPS): Ensure consistent improvement in NPS for the assigned zone.

● Mentor Ratings: Maintain high mentor ratings by supporting student satisfaction initiatives.

● Ticket Resolution Time: Achieve timely resolution of student tickets within SLA timelines.

● Continuity Coverage: Seamlessly handle mentorship responsibilities during periods of absence by Primary Mentors.

Qualifications and Skills:

● Strong communication and coordination skills to manage multiple stakeholders centrally.

● Analytical mindset with the ability to use data to drive decisions and improvements.

● Prior experience in student mentorship, student engagement, or customer success roles

is preferred.

● Proficiency in tools for data tracking and ticket management.

● Ability to work collaboratively in a fast-paced environment.

Job Type: Full-time

Pay: ₹480,000.00 per year

Ability to commute/relocate:

• HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Language:

• Tamil (Preferred)

Work Location: In person