– Customer Support Executive (K12 EdTech)

Department: Customer Support / Customer Experience

Experience: 1–3 Years

Industry: EdTech / Online Education

Employment Type: Full-Time

Work Schedule: Rotational Shifts, including Weekends

Job Summary

We are looking for a customer-focused and empathetic Customer Support Executive to handle queries from students, parents, and tutors. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and experience managing customer interactions across chat, phone, WhatsApp, and email. The role involves ensuring timely query resolution, delivering a positive customer experience, and coordinating with internal teams to maintain smooth academic operations.

Roles &

- Responsibilities

- Customer Support: Serve as the first point of contact for students, parents, and tutors through phone calls, live chat, WhatsApp, and email.

- Query Management: Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, technical issues, and online learning platform support.

- Policy Communication: Explain company policies, procedures, and service guidelines clearly and professionally, including situations involving policy-based denials.

- Issue Resolution: Identify customer concerns, troubleshoot basic technical issues, and ensure timely resolution or escalation to the relevant teams.

- Cross-functional Coordination: Work closely with Academic, Technical, and Sales teams to address customer concerns and ensure uninterrupted learning experiences.

- Follow-ups &
- Escalations:

Track unresolved queries, follow up with relevant stakeholders, and keep customers informed until closure.

- CRM &

- Documentation:

Maintain accurate customer interaction records, update CRM systems,



and manage support tickets with proper resolution details.

- Customer Experience: Handle difficult conversations and escalations with patience, empathy, and professionalism while maintaining customer satisfaction.

- Multitasking &

- Productivity:

Manage multiple chats, calls, and support requests efficiently while meeting response-time and resolution targets.

- Process Compliance: Follow established support processes, service standards, escalation matrices, and data confidentiality guidelines.

Required Skills &

- Qualifications

- 1–3 years of experience in customer support, customer service, or customer experience roles.

- Experience in K12 EdTech, online education, e-learning, or a similar customer-facing environment is preferred.

- Excellent spoken and written English communication skills.

- Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.

- Experience handling voice, non-voice, chat, email, and WhatsApp support channels.

- Strong problem-solving, multitasking, conflict-resolution, and customer-handling skills.

- Ability to communicate company policies confidently and handle challenging customer interactions.

- A customer-centric attitude with solid ownership, patience, and attention to detail.

Work Requirements

- Willingness to work rotational shifts scheduled between 8:00 AM and 10:30 PM.

- Availability to work on weekends and holidays as per business requirements.

- Candidates who can join immediately are preferred; immediate joiners only.

Key Performance Indicators (KPIs)

- First Response Time and Average Resolution Time.

- Customer Satisfaction (CSAT) and customer feedback.

- First Contact Resolution (FCR).

- Query closure rate and pending ticket management.

- Quality of customer interactions and process compliance.

- Adherence to shift schedules and support productivity targets.

📌 Customer Support Executive (Hyderabad)
🏢 Athena Global Technologies
📍 Hyderabad