About the Role
- Techademy is looking for a Customer Success Executive to be the trusted point of contact for our Telugu-speaking learners. Your goal is to make sure every learner gets value from Techademy, stays with us, and recommends us to others. You will resolve escalations, win back at-risk learners, identify gaps in the learner experience, and help improve our NPS. Apply Link
- https://forms.gle/2f5H5gDYXKwxhZKD7

Key Responsibilities
- Handle Escalations
• Own escalated learner issues across calls, chat, email and social media, from first contact to closure
• Calm frustrated learners with empathy and a explicit action plan, and resolve issues within SLA
• Work with product, tech, academic and finance teams to fix root causes Retain Learners
• Proactively reach out to learners who are inactive, dissatisfied or at risk of dropping off
• Understand their concerns, remove blockers and bring them back on track
• Handle refund, extension and cancellation requests with the aim of retaining the learner
• Track retention and win-back numbers Identify Gaps
• Spot recurring complaints and friction points across the learner journey (onboarding, content,



platform, support, payments)
• Capture learner feedback and share clear, data-backed insights with internal teams
• Suggest improvements to prevent repeat issues Improve NPS
• Follow up with detractors and passives to understand and improve their experience
• Drive improvement in NPS, CSAT and first-contact resolution
• Build strong relationships so learners become promoters of Techademy Requirements
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• 1–3 years in customer support / customer success or learner success roles, preferably in edtech, SaaS or consumer services
• Experience handling escalations and retaining dissatisfied customers
• Fluent spoken and written Telugu, plus good professional English
• Strong listening, problem-solving and persuasion skills; calm under pressure
• Clear, polite written communication for email and chat
• Comfortable with CRM / ticketing tools (Freshdesk, Zendesk, LeadSquared or similar) and basic Excel / Google Sheets
• Strong sense of ownership
• Graduate in any discipline

📌 Customer Success Executive (Bengaluru)
🏢 TECHADEMY
📍 Bengaluru