We are looking for a proactive and student-focused Customer Success Associate to join our UG Counselling team. The ideal candidate will be responsible for ensuring a smooth student journey by managing onboarding, resolving concerns, tracking engagement with value-added
services, and maintaining high student satisfaction levels. This role requires strong communication skills, empathy, ownership, and the ability to coordinate effectively with cross-functional teams.
Key Responsibilities
- Manage student onboarding and ensure a seamless onboarding experience
- Act as the primary point of contact for students and parents during the initial journey
- Collect user feedback regularly and ensure grievances/issues are resolved promptly through coordination with relevant internal teams
- Track student engagement and progress across value-added services to ensure timely completion and participation
- Maintain high levels of student satisfaction and relationship management
- Collect and monitor CSAT (Customer Satisfaction) and NPS (Net Promoter Score)
feedback
- Identify areas of improvement in the student experience and share actionable insights with internal teams
- Ensure timely follow-ups and consistent communication with students and parents
Requirements
- 1-2 years of experience in Customer Success, Student Success, or Client Servicing roles
- Strong ownership mindset and problem-solving ability
- Excellent user empathy and relationship management skills
- Good command of written and verbal English communication
- Bachelors degree in any discipline
- Ability to coordinate effectively with multiple teams in a quick-paced environment
Work Mode
Hybrid role
2 days work from office
Location: Nariman Point, Mumbai
Preferred Skills
- Experience working in EdTech or student-facing roles is a plus
- Comfortable handling feedback, escalations, and student coordination
- Strong organizational and follow-up skills