Job DescriptionRole Overview:
nThe Senior Associate – Customer Support will be responsible for handling student queries end-to-end across tickets and chats, owning resolution quality, and contributing to team-level reporting and insight generation. This is a hands-on support role suited for someone equally comfortable resolving a complex escalation and identifying patterns in student dissatisfaction.
nKey Responsibilities:
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- Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolutionn
- Maintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarksn
- Conduct proactive follow-ups on unresolved or escalating concerns to ensure timely closuren
- Prepare weekly support reports covering ticket volumes and key metricsn
- Analyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes, and flagging them to the Support Lead with relevant contextn




- Assist in maintaining and updating internal resolution SOPs as processes evolven

nRequired Skills & Experience:
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- 4+ years of experience in a customer support or helpdesk role, preferably in EdTech or a student/consumer-facing environmentn
- Proven ability to handle complex, sensitive, or escalated concerns with empathy and professionalismn
- Strong written communication in English — clear, structured, and appropriately toned across different student situationsn
- Team player with a collaborative approach — willing to step in, support peers, and contribute beyond individual targetsn
- Self-driven with a robust sense of ownership over open issuesn

nPreferred Tools Experience:
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- Freshdesk – ticket management, queue handling, SLA trackingn
- Freshchat – live chat support and conversation handlingn
- Google Sheets – reporting, data tracking, and basic analysisn

📌 Senior Customer Support Associate (Karnataka)
🏢 Newton School
📍 Karnataka