Key Responsibilities
A. Student Query and Grievance Management
• Oversee student queries received through email, ticketing systems, and other approved communication channels.
• Ensure timely, accurate, and complete resolution of student issues within defined Service Level Agreements (SLAs).
• Monitor ticket ageing, pending cases, repeat queries, escalations, and unresolved grievances.
• Coordinate with internal teams, institute representatives, faculty, and other stakeholders to resolve issues.
• Maintain transparent communication with students until closure and ensure appropriate documentation of resolutions.

B. Student Engagement and Retention
• Proactively engage with students to understand their academic, administrative, and programme-related challenges.
• Identify disengaged, inactive, dissatisfied, and at-risk learners using available student data and engagement indicators.
• Execute structured outreach campaigns through email, calls, and other approved channels to improve participation and programme continuation.




• Follow up with students who have discontinued engagement or are at risk of dropping out.
• Support semester renewals, reactivation, and learner retention initiatives in coordination with relevant teams.

C. Learner Experience and Satisfaction
• Monitor recurring student concerns and identify root causes affecting the learner experience.
• Collect, analyse, and report student feedback, satisfaction trends, and grievance patterns.
• Recommend improvements in student-facing processes, communication, and service delivery.
• Ensure professional, empathetic, and consistent communication across all student touchpoints.

D. Revenue and Business Contribution
• Support fee recovery and semester renewal initiatives through timely student outreach and follow-ups.
• Identify opportunities for learner referrals, programme recommendations, and positive word-of-mouth advocacy.
• Contribute to reactivation campaigns for students who have discontinued or disengaged from

📌 Student Support Manager (Mumbai)
🏢 TeamLease Edtech
📍 Mumbai