
Student Experience Manager
4 days ago
About this role
- This is an exciting opportunity to play a key role in managing and enhancing the student experience.
Key responsibilities
- Handle client concerns and escalations proactively and promptly.
- Coordinate cross-functionally with teams like Academics, Sales, Product, and Finance.
- Act as the single point of contact for assigned students and clients.
- Ensure end-to-end resolution of queries within defined SLAs, maintaining high satisfaction scores.
- Liaise with internal teams (academics, tech, operations) to resolve issues efficiently.
- Analyze student feedback to identify areas for process improvement.
- Maintain accurate CRM records, ticketing systems, and case logs.
- Proactively engage with students to ensure ongoing satisfaction and retention.
- Track and monitor key service metrics and present weekly insights to senior management.
Requirements
- 2 - 4 years of experience in handling and servicing B2B clients/students (preferably in EdTech or any service-driven industry).
- Excellent interpersonal and communication skills (spoken & written).
- Strong ability to multitask and work under pressure in a fast-paced environment.
- Problem-solving mindset with a customer-first attitude.
- BASIC proficiency in CRM tools (Zoho, Freshdesk, Zendesk, or similar).
- Open to travel, if required.
About you
- You will be responsible for ensuring timely resolution of queries and driving service quality improvements.
- You will handle high-value student escalations and act as the single point of contact for assigned students and clients.
- You will maintain accurate CRM records and ensure end-to-end resolution of queries within defined SLAs.
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