Senior Customer Experience Specialist

7 days ago

Bhopal, Madhya Pradesh, India beBeeExperience Full time ₹ 8,00,000 - ₹ 15,00,000
Customer Experience Manager

About a digital learning platform that unlocks learners' true potential by providing curated experiences across various domains.

We empower students with personalized learning, best-in-class educators, and a tech-driven ecosystem through our brands.

Role Overview

In this role, you will work closely with the support team to streamline communication strategies, enhance operational efficiency, and foster a student-first service culture.

  1. Oversight and support of day-to-day functioning of the student support team, ensuring timely and accurate assistance.
  2. Create and implement communication strategies to improve student interactions and engagement.
  3. Mentor, guide, and be a strong pillar of support for support executives, ensuring alignment with organizational goals.
  4. Build processes to enhance support quality, reduce resolution time, and improve consistency across channels.
  5. Collaborate with cross-functional teams (product, tech, academic, content) to relay feedback and enhance the student experience.
  6. Identify recurring queries or friction points and proactively work on long-term solutions.
  7. Contribute to team development through onboarding structures, periodic training, and knowledge-sharing sessions.
  8. Track support metrics and student feedback to inform growth and optimization.

The ideal candidate has at least 4+ years of experience in handling a team of support executives or customer service representatives and proven experience in customer experience, support operations, or similar roles preferably within the EdTech sector.

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