Role Overview : "Student Academic Metor - Marathi"
"Marathi Speaking is Mandatory"
The Central Student Experience Mentor is responsible for managing the student experience
for a specific zone from the Bangalore Head Office. They support Primary Mentors at centers
across India, ensuring smooth processes and positive outcomes through data-driven actions.
While they don't interact directly with students regularly, they act as a Secondary Mentor to
resolve student concerns and keep engagement consistent. If a Primary Mentor is on leave, the
Central Mentor steps in to take over mentorship duties and ensure uninterrupted support.
Key Responsibilities :
1. Student Experience Management: ○ Oversee and manage the student experience centrally for the assigned zone
through regular collaboration with Primary Mentors.
○ Monitor and enhance key metrics, including NPS, Mentor Ratings, and timely
ticket resolution rates.
1. Secondary Mentorship: ○ Serve as a Secondary Mentor to assigned students, ensuring seamless support
and issue resolution.
○ Take on the responsibilities of a Primary Mentor during periods of absence or
long leaves to maintain continuity and prevent disruptions in the student
experience.
1. Collaboration with Primary Mentors: ○ Act as the central point of contact & buddies for Primary Mentors, providing
guidance, process support, and ensuring alignment with organizational goals.
○ Facilitate smooth communication and coordination between mentors, parents,
and students when required.
1. Issue Resolution and Student Support:
○ Ensure timely and effective resolution of student queries, escalations, and
concerns by collaborating with cross-functional teams.
○ Proactively track tickets and feedback to identify trends, address gaps, and
ensure high service quality.
1. Emergency Coverage: ○ Step in as the student’s primary point of contact during mentor absences to
ensure there are no interruptions in their experience.
Key Metrics for Success :
- Net Promoter Score (NPS): Ensure consistent improvement in NPS for the assigned
zone.
- Mentor Ratings: Maintain high mentor ratings by supporting student satisfaction
initiatives.
- Ticket Resolution Time: Achieve timely resolution of student tickets within SLA
timelines.
- Continuity Coverage: Seamlessly handle mentorship responsibilities during periods of
absence by Primary Mentors.
Qualifications and Skills :
- Strong communication and coordination skills to manage multiple stakeholders centrally.
- Analytical mindset with the ability to use data to drive decisions and improvements.
- Prior experience in student mentorship, student engagement, or customer success roles
is preferred.
- Proficiency in tools for data tracking and ticket management.
- Ability to work collaboratively in a quick-paced environment.
Pay: ₹480,000.00 per year
Ability to commute/relocate:
- HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)