Key Responsibilities: Account Management & Support:
Serve as the single point of contact for assigned RPs via email, WhatsApp, phone, or live chat.
Provide proactive, outbound service by monitoring applications in-funnel and supporting engagement campaigns.
Foster regular engagement with accounts via weekly or bi-weekly calls, reports, and updates.
Prioritize incoming support requests to meet SLA requirements.
Represent ApplyBoard to promote platform and services, guiding RPs to improve quality and volume of international applicants.

Issue Resolution & Collaboration:
Work closely with CX and other departments to identify and resolve escalated issues.
Continuously update partners on SOPs, platform updates, and requirements.
Conduct monthly governance meetings with RPs to review performance and address concerns.

Process Improvement & Project Support:
Maintain detailed records of account health, events, challenges,



and partner preferences.
Aid, advise, or lead projects assigned by leadership to improve CX processes, tools, or training.
Create action plans, processes, and guidelines to enhance operational efficiency.

What You Bring to the Table:
Excellent written and verbal communication skills.
Solid attention to detail and ability to manage knowledgeable, demanding RPs.
Passion for problem-solving and deep-dive analysis.
2+ years of customer service experience.
Extensive knowledge of international student application processes.
Experience in data analysis, process creation, and guideline development.
Familiarity with Zendesk, Jira, Google Suite, and educational institutions.
In-depth knowledge of ApplyBoard products, processes, and teams.

📌 Service Account Manager Gurugram
🏢 Applyboard
📍 Gurugram