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.
Key Responsibilities
Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolutionMaintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarksConduct proactive follow-ups on unresolved or escalating concerns to ensure timely closurePrepare weekly support reports covering ticket volumes and key metricsAnalyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes,
and flagging them to the Support Lead with relevant contextAssist in maintaining and updating internal resolution SOPs as processes evolve
Required Skills & Experience
4+ years of experience in a customer support or helpdesk role, preferably in EdTech or a student/consumer-facing environmentProven ability to handle complex, sensitive, or escalated concerns with empathy and professionalismStrong written communication in English — clear, structured, and appropriately toned across different student situationsTeam player with a cooperative approach — willing to step in, support peers, and contribute beyond individual targetsSelf-driven with a strong sense of ownership over open issues
Preferred Tools Experience
Freshdesk – ticket management, queue handling, SLA trackingFreshchat – live chat support and conversation handlingGoogle Sheets – reporting, data tracking, and basic analysis
📌 Senior Customer Support Associate (Bengaluru)
🏢 Newton School
📍 Bengaluru
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