Role Summary:

Students and parents raise issues with many functions, over many channels, and at many campuses. Today, ownership of a ticket from raising to closing is spread across those functions, which makes it hard to see how long things take, who is stuck, and what keeps going wrong. The CX Head builds the central function that fixes this.

CX is the governing body for ticket closure: a small central team sits on every channel, logs and routes tickets, and follows each one up until it is closed within SLA, while the resolving functions stay accountable for the actual fix. The role is not only transactional. Closing tickets on time is the base; the real job is to learn how every student- and parent-facing process works, read what the tickets are telling us about where those processes fail, and get the processes improved so that the same issues stop coming back.

The primary output of the Head is a measurable improvement in student and parent NPS. The Head owns the process, the SLAs, the helpdesk set-up, and the numbers resolution time, backlog, repeat tickets, and NPS and is the point of escalation when a ticket breaches its SLA. The function is closely watched by leadership, so the role needs someone who can set up a service operation quickly and run it with clear, honest reporting.

How the CX Process Works The ticket flow the Head will set up, run, and improve (illustrative; to be finalised during the helpdesk set-up):

- Ticket arrives through any channel WhatsApp, email, phone calls, or the apps either via a CX agent or directly to the owner of the category
- Log and classify the agent logs it in the helpdesk, captures the student or parent details, and picks the right category (about 24 categories to start, across student and parent needs)
- Route to the owner — each category has a point of contact (POC) plus a first and second resolver in the resolving function; the ticket goes to them with a clock started against the SLA
- Resolve — the resolving team works the ticket inside the helpdesk (web or mobile app) and records the resolution
- Follow up — the CX agent chases every open ticket with the POC and resolvers until it is closed, and keeps the student or parent informed
- Escalate on breach — if the SLA is about to be missed or is breached, the ticket escalates to the CX Head, who drives it to closure with the function head
- Close and learn — the ticket is closed with a confirmed resolution and feedback; repeat tickets and root causes feed the playbook and the process improvements agreed with the resolving functions, so that fewer tickets come in

Key Responsibilities

- Primary output: NPS improvement — be accountable for lifting student and parent NPS quarter after quarter, using ticket resolution, process improvement, and proactive communication together; set NPS targets with leadership and report progress against them
- Deep understanding of processes — build a deep understanding of every student- and parent-facing process that generates tickets — onboarding, programme operations, instruction, assessments, fees, hostel and campus services, relationships, placements,



and others — by mapping them, sitting with the function teams, and reading ticket histories, before proposing changes
- Process improvement — use ticket data and what the agents and resolvers see to identify process gaps, unclear policies, and avoidable steps; design fixes together with the owning function head — better SOPs, clearer communication, changed hand-offs, self-service answers, or policy changes; get them implemented, and measure whether tickets and NPS improved
- Ticket governance — own the process from the moment a student or parent raises an issue to the moment it is closed — categories, routing rules, ownership, SLAs, escalation paths, closure rules, and reopen rules
- Helpdesk platform — own the helpdesk platform (Freshdesk-type) — configuration, channels (WhatsApp, email, phone, apps), automations, routing, SLA timers, access for resolving teams, dashboards; lead the migration from the earlier workflow and drive adoption so that every ticket lives in one place
- Categories, POCs, and resolvers — define the ticket categories (about 24 to start) and, with each function head, name a POC and first and second resolvers for every category; keep this list current as people and functions change
- SLAs — set SLAs for first response, resolution, and closure per category and priority, agree them with the function heads, and hold everyone — including CX — to them
- CX playbook — build and maintain the playbook of processes, questionnaires, scripts, and decision trees from the student and parent ticket history, so the agents and resolvers handle every category the same way
- Central agent team — hire, train, and manage the CX Executives who sit on all channels, log and route tickets, and follow up each ticket until closure; plan shifts and coverage; coach on tone, accuracy, and speed
- Follow-up and escalation — run the daily rhythm of open tickets, ageing, and breaches; take escalations from agents and function teams; drive stuck tickets to closure with the function heads; escalate persistent issues to the Head of Operations and leadership
- Resolving-function partnership — work with every function that resolves tickets to agree their SLAs, review their performance, and fix the process causes of repeat tickets
- Student and parent NPS — own overall student and parent NPS and CSAT: set up feedback after closure, analyse detractors, and close the loop with each unhappy student or parent
- Root-cause analysis — analyse ticket data to find the top reasons for tickets, repeat tickets, and slow categories; take them to the owning functions with a proposed fix and a date, and track them until the ticket volume actually falls




- Reporting — publish regular reports to leadership and the function heads — volume, categories, SLA adherence, ageing, breaches, reopen rate, NPS, and top issues — with a plan, not just a status
- Proactive communication — work with the Student Relationship, Parent Relationship, and communications teams so that known issues are communicated early and reduce incoming tickets
- Quality and audit — keep CX processes auditable; work with the Quality & Audit team on sampled ticket audits and act on the findings
- Scale and automation — plan for more volume, channels, and campuses: use automation, self-service answers, and chat assistants where they help without lowering the quality of resolution

Quick Wins What the role is expected to deliver early on (illustrative):

- Get the helpdesk live as quickly as possible, with the main channels connected and tickets flowing into one place
- Start mapping the processes behind the top ticket categories and meet each function head to understand how things work today
- Finalise the ticket categories and, for each, the POC and first and second resolvers
- Agree the first set of SLAs with the function heads, and start measuring them from day one
- Bring on and train the first four CX Executives with a first version of the playbook
- Publish the first weekly CX report with volume, SLA adherence, ageing, and top issues, and agree the first set of process improvements with the function heads

Who We're Looking For

- 10–14 years of total experience, including 5+ years leading customer support, customer success, or service operations at scale
- Has set up or run a helpdesk platform (Freshdesk, Zendesk, Zoho Desk, or similar) end to end — categories, routing, SLAs, automations, dashboards
- Has owned SLAs, escalation, and NPS or CSAT for a large, multi-location, or high-volume service operation, and has moved NPS through process improvement
- Can learn unfamiliar processes quickly, spot where they break, and redesign them — process mapping, root-cause analysis, and change management, not only ticket handling
- Has worked across WhatsApp, email, and voice channels, and understands how to run a central team that sits on all of them
- Knows how to make other functions accountable for resolution without direct authority over them
- Data-driven: can read ticket data, find root causes, and push fixes through the functions that own them
- Has hired, trained, and led a team of support agents, and set up quality checks and coaching
- Clear, calm, and honest communicator under pressure — able to handle escalations from students, parents, and senior leaders
- Understands students and parents as customers; empathetic and practical
- Willing to travel to campuses when needed

Valuable to Have

- Experience in ed-tech, education, or other student-facing service operations
- Experience migrating a team from one helpdesk or ticketing set-up to another
- Exposure to automation, chatbots, and WhatsApp business tooling
- Experience building a customer-support playbook and knowledge base from ticket data
- Fluency in Indian regional languages in addition to English and Hindi

📌 Customer CX Success Head (Hyderabad)
🏢 Nxtwave Disruptive Technologies
📍 Hyderabad