Job Type: Full time

Position : Student Success & Experience ExecutiveWork Mode: RemoteEmployment Type: Full-timeOpenings: MultipleSalary: ₹25,000–₹40,000 per month based on experienceExperience Required: 4–8 yearsRole OverviewThe Language SKOOL is looking for experienced and student-focused professionals for its Student Support team. We have multiple openings at both Junior and Senior levels across regular, break and night shifts.The role requires professionals who can handle student queries, coordinate with internal departments, resolve concerns within defined timelines and ensure a positive student experience throughout the learning journey.Available ShiftsCandidates must be comfortable working in one of the following shifts:Regular Shift: 10:00 AM–7:00 PMBreak Shift: 6:00 AM–11:00 AM and 6:00 PM–11:00 PMNight Shift: 9:00 PM–5:00 AMThere are multiple openings for the regular and break shifts and a specific requirement for the night shift.Key ResponsibilitiesRespond to student queries through calls, emails, chats and other official communication channels.Understand student concerns and provide accurate, courteous and timely resolutions.Support students with onboarding, batch-related queries, class schedules, trainer coordination, LMS access and general course-related concerns.Coordinate with Batch Allocation, Student Onboarding, Student Observation, Linguistics/Trainers, LMS, Finance and Sales teams.Record every query, action,



follow-up and resolution accurately in the designated tracker or system.Follow up with students and internal teams until each case is fully resolved.Ensure that response and resolution timelines are consistently met.Identify dissatisfied or disengaged students and escalate potential dropout, refund or retention-risk cases.Handle complaints professionally and maintain a calm, solution-oriented approach.Escalate academic, technical, financial or policy-related concerns to the appropriate department.Maintain confidentiality of student and organisational information.Share recurring student concerns and process gaps with the reporting manager.Participate in shift handovers and ensure that no open case is missed.Contribute to student satisfaction, retention and service-quality targets.Additional Responsibilities for Senior CandidatesManage complex, sensitive and escalated student cases.Guide junior executives in handling difficult conversations and unusual cases.Review pending cases and support timely closure.Monitor adherence to response and resolution timelines.Assist the Team Lead or Manager in shift coordination and workload distribution.Identify recurring service issues and recommend process improvements.Support quality checks,



team training and performance reporting.Take ownership of cases involving multiple departments until final resolution.Required Skills and CompetenciesStrong verbal and written communication skills in English and HindiMinimum 4 years of relevant experience in customer support, student support, customer success or service operationsExcellent listening, empathy and conflict-resolution skillsAbility to manage difficult conversations without losing professionalismStrong follow-up and coordination capabilitiesGood documentation and case-management skillsAbility to prioritise multiple queries and work under pressureComfortable working with spreadsheets, email, CRM, LMS or ticketing systemsAbility to work independently in a remote environmentStable internet connection, functional laptop and suitable work-from-home setupWillingness to work in the assigned regular, break or night shiftPreferred Candidate ProfileExperience in EdTech, education, training, customer success or service-based organisationsExperience handling student or customer escalationsFamiliarity with ticketing systems, CRM platforms or LMS portalsPrior experience in retention, grievance handling or service recoveryFor senior positions, experience in mentoring or supporting junior team members will be preferredKey Performance IndicatorsPerformance will be evaluated on:First-response timeQuery-resolution timeNumber of cases closedPending and ageing casesRepeat-query rateEscalation rateQuality and accuracy of communicationStudent satisfactionDocumentation and tracker accuracyAttendance and shift adherenceStudent retention and successful resolution of high-risk cases

📌 Student Success & Experience Executive (Mumbai Suburban)
🏢 The Language Skool
📍 Mumbai Suburban