Telecaller

• Own inbound learner support across phone, email, and live chat; resolve queries end-to-end while meeting SLA and quality KPIs.


• Manage and prioritise tickets in the helpdesk (Freshdesk/Zendesk/Intercom), ensuring accurate status updates and timely resolution.


• Troubleshoot access, payment, course content, and LMS issues; coordinate with Product, Tech, and Finance teams for escalations.


• Document repeat issues and update the knowledge base to reduce resolution time and improve self-service adoption.


• Capture feedback, log feature requests, and share structured insights with Ops and Product to enhance the learner journey.


• Prepare operational reports (SLA compliance, ticket volume, NPS trends) and suggest process improvements to boost CSAT.

Must-Have

• Familiarity with CRM platforms (Salesforce or equivalent)


• Proficient with MS Excel for reporting and data analysis


• Experience using ticketing systems and managing SLAs


• Prior customer support experience in EdTech, SaaS, or e-learning environments

Preferred

• Experience with LMS platforms and payment gateway troubleshooting


• Exposure to CX metrics (NPS, CSAT) and basic reporting dashboards


• Multilingual capability (Hindi or regional languages) to support local learners

• On-site, collaborative team environment with clear growth paths into senior support, operations, or success roles.


• Learning stipend and regular upskilling opportunities focused on product and customer experience excellence.


• Performance-driven rewards and recognition tied to CSAT/NPS and SLA outcomes.

This role is ideal for high-energy, service-oriented professionals who excel at structured troubleshooting, operate well under SLA-driven KPIs, and want to contribute to a mission-led EdTech product that transforms careers.