Position : Student Success & Experience Executive
Work Mode: Remote
Employment Type: Full-time
Openings: Multiple
Salary: ₹25,000–₹35,000 per month based on experience
Experience Required: 4–8 years

Role Overview
The 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 Shifts
Candidates must be comfortable working in one of the following shifts:
Regular Shift: 10:00 AM–7:00 PM
Break Shift: 6:00 AM–11:00 AM and 6:00 PM–11:00 PM
Night Shift: 9:00 PM–5:00 AM

There are multiple openings for the regular and break shifts and a specific requirement for the night shift.

Key Responsibilities

- Respond 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 Candidates
- Manage 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 Competencies

Strong verbal and written communication skills in English and Hindi




Minimum 4 years of relevant experience in customer support, student support, customer success or service operations
Excellent listening, empathy and conflict-resolution skills
Ability to manage difficult conversations without losing professionalism
Strong follow-up and coordination capabilities
Valuable documentation and case-management skills
Ability to prioritise multiple queries and work under pressure
Comfortable working with spreadsheets, email, CRM, LMS or ticketing systems
Ability to work independently in a remote environment
Stable internet connection, functional laptop and suitable work-from-home setup
Willingness to work in the assigned regular, break or night shift

Preferred Candidate Profile

Experience in EdTech, education, training, customer success or service-based organisations
Experience handling student or customer escalations
Familiarity with ticketing systems, CRM platforms or LMS portals
Prior experience in retention, grievance handling or service recovery
For senior positions, experience in mentoring or supporting junior team members will be preferred

Key Performance Indicators
Performance will be evaluated on:

First-response time
Query-resolution time
Number of cases closed
Pending and ageing cases
Repeat-query rate
Escalation rate
Quality and accuracy of communication
Student satisfaction
Documentation and tracker accuracy
Attendance and shift adherence
Student retention and successful resolution of high-risk cases

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: Remote

📌 Student Success and Experience Executive (India)
🏢 The Language Skool
📍 India