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 explicit 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 programmes.
- Collaborate with Admissions, Sales, Finance, and Institute Operations teams to improve conversion, continuation, and revenue realisation.
- Track the outcomes of outreach activities and report measurable business contributions.

E.

Student

Communication and Online Reputation

- Support online reputation management (ORM), including monitoring and addressing learner concerns on relevant digital platforms.
- Coordinate responses to student feedback and online grievances in accordance with approved communication guidelines.
- Encourage positive learner advocacy based on genuine student experiences.
- Identify emerging reputational risks and escalate sensitive issues promptly.

F.

Process

Management and Continuous Improvement

- Establish and maintain standard operating procedures for student query management, outreach, escalation, and closure.
- Maintain accurate student interaction records, ticket histories, follow-up actions, and resolution documentation.
- Analyse recurring issues and recommend preventive measures to reduce repeat queries and operational inefficiencies.
- Work with cross-functional teams to improve turnaround time, communication quality, and overall student experience.

G. MIS, Reporting, and Team Management

- Monitor key performance indicators (KPIs) covering query resolution, SLA adherence, student satisfaction, retention, renewals, and outreach effectiveness.
- Prepare periodic dashboards and reports highlighting performance, risks, trends, and corrective actions.
- Lead daily operational reviews and weekly performance discussions with the Student Success team, where applicable.
- Coach team members on communication, problem-solving, ownership, and service quality.
- Ensure accountability for assigned activities, deadlines, and measurable outcomes.

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