Student Support Officer
1 week ago
**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: ₹30,000.00 - ₹40,000.00 per month
**Benefits**:
- Provident Fund
**Experience**:
- Student Support: 3 years (required)
- Edtech: 3 years (required)
**Location**:
- Jayanagar, Bengaluru, Karnataka (required)
Work Location: In person
Application Deadline: 25/05/2025
Expected Start Date: 01/06/2025
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