Job Description Role Overview:
n The 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.
n Key Responsibilities:
n n Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolution
n Maintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarks
n Conduct proactive follow-ups on unresolved or escalating concerns to ensure timely closure
n Prepare weekly support reports covering ticket volumes and key metrics
n Analyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes, and flagging them to the Support Lead with relevant context




n Assist in maintaining and updating internal resolution SOPs as processes evolve
n n Required Skills & Experience:
n n 4+ years of experience in a customer support or helpdesk role, preferably in EdTech or a student/consumer-facing environment
n Proven ability to handle complex, sensitive, or escalated concerns with empathy and professionalism
n Strong written communication in English — clear, structured, and appropriately toned across different student situations
n Team player with a cooperative approach — willing to step in, support peers, and contribute beyond individual targets
n Self-driven with a strong sense of ownership over open issues
n n Preferred Tools Experience:
n n Freshdesk – ticket management, queue handling, SLA tracking
n Freshchat – live chat support and conversation handling
n Google Sheets – reporting, data tracking, and basic analysis
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📌 Senior Customer Support Associate (Bengaluru)
🏢 Newton School
📍 Bengaluru