Student Support Officer

Company: Ze Learning Labb Location: Jay Nagar, Bangalore Ze Learning Labb is a fast-growing EdTech company on a mission to make high-quality education accessible and personalized for every learner. We offer a wide range of online courses, bootcamps, and certifications that empower individuals to upskill and succeed in their careers. Role Overview: We are seeking a proactive, empathetic, and detail-oriented Senior Student Support Executive to join our team. You will play a crucial role in ensuring student satisfaction by resolving queries, improving support processes, and providing exceptional assistance throughout the learner journey. Key Responsibilities: Handle escalated queries from students via phone, email, chat, and CRM platforms with professionalism and empathy. Ensure timely resolution of concerns related to course access, payments, schedules, technical issues, and certifications. Monitor student satisfaction metrics (e.g., CSAT, NPS) and implement initiatives to improve service quality. Collaborate with internal teams (Academic, Tech, Product, Sales) to ensure smooth student experience. Mentor and support junior support executives; assist in onboarding and training. Contribute to knowledge base documentation and FAQs to reduce repeat queries. Analyze trends in support tickets and propose process improvements. Assist with live session support, student onboarding calls, and orientation webinars, if needed. Requirements: Bachelor's degree in any discipline; additional certifications in communication/customer success are a plus. 3–5 years of experience in a customer support/student-facing role, preferably in EdTech or SaaS. Excellent verbal and written communication skills. Strong problem-solving abilities and a customer-first mindset. Comfortable working in fast-paced, dynamic environments. Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce. Flexible to work in rotational shifts, including weekends if required. Preferred: Experience working with online learning platforms or LMS tools. Knowledge of basic tech troubleshooting (e.g., browsers, video conferencing). Multilingual communication skills (depending on the market). Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹35,000.00 per month Benefits: Provident Fund Experience: working with students: 2 years (Required) LMS: 2 years (Required) Location: Jayanagar, Bengaluru, Karnataka (Required) Work Location: In person Application Deadline: 21/06/2025 Expected Start Date: 23/06/2025