Student Support Officer

6 days ago

Jayanagar Bengaluru Karnataka, India Ze Learning Labb Full time

**Job Title: Sr. Student Support Executive**

**Company: Ze Learning Labb**

**Location: Jay Nagar, Bangalore**

**Ze Learning Labb** is a fast-growing EdTech company on a mission to make high-quality education accessible and personalized for every learner. We offer a wide range of online courses, bootcamps, and certifications that empower individuals to upskill and succeed in their careers.

**Role Overview**:
We are seeking a proactive, empathetic, and detail-oriented Senior Student Support Executive to join our team. You will play a crucial role in ensuring student satisfaction by resolving queries, improving support processes, and providing exceptional assistance throughout the learner journey.

**Key Responsibilities**:

- Ensure timely resolution of concerns related to course access, payments, schedules, technical issues, and certifications.
- Monitor student satisfaction metrics (e.g., CSAT, NPS) and implement initiatives to improve service quality.
- Collaborate with internal teams (Academic, Tech, Product, Sales) to ensure smooth student experience.
- Mentor and support junior support executives; assist in onboarding and training.
- Contribute to knowledge base documentation and FAQs to reduce repeat queries.
- Analyze trends in support tickets and propose process improvements.
- Assist with live session support, student onboarding calls, and orientation webinars, if needed.

**Requirements**:

- Bachelor's degree in any discipline; additional certifications in communication/customer success are a plus.
- 3-5 years of experience in a customer support/student-facing role, preferably in EdTech or SaaS.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-first mindset.
- Comfortable working in fast-paced, dynamic environments.
- Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce.
- Flexible to work in rotational shifts, including weekends if required.

**Preferred**:

- Experience working with online learning platforms or LMS tools.
- Knowledge of basic tech troubleshooting (e.g., browsers, video conferencing).
- Multilingual communication skills (depending on the market).

**Job Types**: Full-time, Permanent

Pay: ₹35,000.00 - ₹45,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Experience**:

- Customer support: 3 years (required)

**Location**:

- Jayanagar, Bengaluru, Karnataka (required)

Work Location: In person

Expected Start Date: 20/04/2025

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