Customer Support Manager

Job Details
Work Location: Sector 2, Noida
Working Days: 6 days a week
Compensation: Up to 12 LPA

Role Overview

We are looking for an experienced Customer Support Manager to lead the learner support function, drive post-admission engagement and conversion, and ensure an excellent learner experience throughout the program lifecycle.

Key Responsibilities
Team Management: Lead the Support & Delivery team, including hiring, performance management, coaching, quality audits, and CSAT improvement.
Admission-to-Enrollment: Ensure admitted students complete documentation, fee payment, LMS activation, and successfully transition into active learners.
Learner Support: Own end-to-end support for academic, LMS/technical, examination, and other learner queries, ensuring defined TATs and effective escalation management.
Re-registration & Collections: Drive re-registration and fee collection targets while identifying and proactively engaging at-risk learners.




NPS & Learner Experience: Own NPS and CSAT; analyse detractor feedback, identify root causes, and implement corrective actions.
MIS & Performance: Track and review key metrics including NPS, CSAT, TAT, activation, retention, re-registration, and collections.

Candidate Profile
6–9 years of experience in Customer Support, Customer Success, Learner Experience, or Operations.
Preferably from EdTech, Higher Education, Online Education, or a similar customer-centric industry.
Proven experience in managing support teams and customer experience metrics.
Robust people-management, analytical, escalation-handling, and stakeholder-management skills.
Experience in retention, collections, re-registration, and customer satisfaction will be an advantage.
Exposure to Online Higher Degree Programs is preferable.

📌 Customer Support Manager Noida
🏢 Epoch Consulting
📍 Noida