Student Experience Manager

Hey there

Want to help us build an EPIC EdTech company?

We are looking for an extraordinary Technical Lead who is passionate about transforming how children engage with technology and acquire future-ready skills.

At BrightChamps, one of the fastest-growing EdTech companies globally, our mission is to equip every child with the essential skills for the 21st century. We are committed to unlocking the hidden potential within every student, and our rapid expansion into multiple countries is a testament to our impact.

We are seeking a Student Experience Manager who will lead the customer care team to deliver exceptional support and ensure a seamless student experience. The role involves managing daily operations, handling escalations, improving processes, and driving key performance metrics to enhance satisfaction, retention, and overall service quality.

As a Student experience manager, you'll:

• Manage and lead a team of customer care associates, ensuring high performance, adherence to SLAs, and consistent quality.
• Oversee day-to-day operations across emails, chats, and calls, ensuring smooth resolution of customer concerns.
• Take ownership of L2-level calls and escalations, including cases raised on social media, ensuring swift and empathetic resolution.
• Handle complex escalations with empathy and ownership, working cross-functionally with Sales, Finance, Academics, and Product teams to resolve issues.
• Track and analyze key metrics (response time, resolution rate, CSAT) and drive continuous improvements.
• Build and maintain an issue-wise SOP repository/Knowledge book to standardize processes and enable faster resolutions.
• Conduct regular coaching, training, and feedback sessions to upskill associates and strengthen first-contact resolution.
• Identify patterns in customer feedback and propose process or policy enhancements to reduce repeat issues.
• Contribute to customer experience initiatives that improve satisfaction, retention, and brand loyalty.
• Ensure timely reporting of performance updates to leadership.

To WIN

• 4+ years of customer care/support experience, with at least 2 years in a team leadership or managerial role.
• Highly data-driven, with expertise in creating dashboards and reports tailored to business requirements using Advance Excel and Reporting platforms.
• Strong people management, mentoring, and conflict-resolution skills.
• Strong process optimization skills with expertise in building streamlined workflows to improve efficiency and customer experience.
• Experience handling customer escalations calls.
• Excellent verbal and written communication.
• Familiarity with CRM/ticketing tools
• Tools like Zoho Desk, Freshdesk or equivalent