Student Support Associate

Job Title: L1 Student Support Associate Location: Mumbai (Marol) Work From Office Experience: 0–2 Years Shift Type: Rotational (including weekends and public holidays) Industry: EdTech / Education Services Department: Student Success Employment Type: Full-Time

About upGrad

Founded in 2015, upGrad is Asia’s largest integrated Learning, Skilling, Workforce Development, and Placement company. Its offerings include online and hybrid degrees, study abroad programs, certifications, bootcamps, and doctorates for working professionals. Through its B2B arm, upGrad also provides enterprise training, recruitment, and staffing services. With 10M+ learners across 100+ countries, 300+ global university partners, 2500+ pathway connections, and 20,000+ recruitment partners, upGrad continues to empower careers worldwide. Learn more at www.upgrad.com.

About the Role

We are looking for a proactive and learner-centric L1 Student Support Associate to join our Student Success team. In this role, you will handle queries from learners via our ticketing system (Freshdesk) and live chat, ensuring timely resolution, consistent communication, and a high level of satisfaction throughout the learner journey.

Key Responsibilities

• Handle incoming learner queries via Freshdesk (tickets) and live chat platforms Ensure timely resolution of issues while meeting SLA, CSAT, and quality benchmarks Maintain professionalism and clarity in all learner communications Collaborate with internal teams for issue resolution and escalations Accurately log and track interactions in the CRM system Deliver a seamless and positive learner experience across every interaction Work in rotational shifts, including weekends and public holidays, as required

Required Skill Set

• Excellent written and verbal communication skills Strong problem-solving and interpersonal abilities Time management skills with the ability to multitask under pressure Familiarity with Freshdesk or other ticketing tools (preferred) Proficiency in MS Office or Google Workspace tools

Preferred Qualifications

• Bachelor’s degree in any discipline Prior experience in student support or customer service (experience in EdTech is a plus)

Why Join upGrad

At upGrad, we’re shaping the careers of tomorrow at Asia’s largest integrated higher ed company. Join our Student Success team to: Be a Learner Advocate: Serve as the first line of support and help learners succeed Gain Cross-Functional Exposure: Work closely with operations, academic, and tech teams Build a Career in EdTech: Learn, grow, and contribute in a mission-driven, high-growth environment Experience Growth: Access continuous learning and internal career mobility opportunities

Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All employment is decided on the basis of qualifications, merit, and business need