Job Title User Success Associate EdTech Job Summary We are looking for a User Success Executive to join our team This role focuses on ensuring users are able to successfully adopt use and benefit from the platform The work goes beyond issue resolution and into proactive guidance problem prevention product feedback and program execution support The ideal candidate is comfortable troubleshooting when needed but more importantly can think from the user s perspective identify friction points early and work closely with product engineering and program teams to improve overall user outcomes Key Responsibilities 1 User Enablement SuccessAct as the primary point of contact for users via chat email and calls Proactively guide users to understand features workflows and best practices Help users achieve intended outcomes not just fix immediate issues Ensure users feel confident and supported while using the platform 2 Issue Resolution PreventionIdentify root causes behind user problems not just surface symptoms Resolve app web and device-related issues with clear step-by-step guidance Spot patterns in user queries and work to reduce repeat issues Share insights with internal teams to prevent future user friction 3 Escalation Cross-Team CoordinationIdentify high-impact or recurring user blockers and escalate them early Work closely with product and engineering teams to drive timely resolutions Track escalated issues end-to-end and keep users informed of progress 4 Product Feedback Quality SupportTest new features updates and fixes from a user-impact perspective Report bugs with clear reproduction steps screenshots or logs Validate fixes and confirm they solve the original user problem Act as the voice of the user in product discussions 5 Program Field EnablementSupport on-ground and remote program activities such as school deployments and onboarding Work with program managers to ensure smooth rollout and adoption Help teachers students and coordinators understand how to use the platform effectively Identify adoption gaps and suggest improvements 6 Knowledge Building Continuous ImprovementDocument common user challenges solutions and best practices Contribute to and improve internal knowledge base and FAQs Share learnings from user interactions to improve training and processes Support onboarding and mentoring of new team members Required SkillsBasic understanding of web and mobile applications Strong analytical and problem-solving mindset Clear and empathetic communication Hindi and English preferred Ability to explain technical concepts in simple language Good prioritization and multitasking skills Comfort working with ticketing or CRM tools Zoho Freshdesk etc Basic understanding of QA and bug reporting is a plus Preferred Background0-2 years of experience in user success technical support or IT support roles Experience in EdTech or SaaS environments is a plus Diploma BCA BSc IT or similar technical background preferred What Success Looks Like in This RoleUsers are able to use the platform confidently with minimal handholding Reduction in repeated issues and avoidable escalations Faster adoption of recent features by users High user satisfaction and trust in the platform Clear actionable feedback that improves the product Smooth collaboration with product engineering and program teams