Student Experience Manager

7 days ago

Bengaluru, Karnataka, India Win in Life Academy Full time

Job Title: Student Experience Manager

Department: Customer Support / Student Success

Experience Required: 3–7 Years (EdTech preferred)

Job Overview:

We are looking for a dedicated and proactive Student Experience Manager to lead our student support and experience function. The ideal candidate will ensure that students receive timely assistance, proper guidance, and a smooth learning experience throughout their journey with us. Candidates with prior experience in EdTech, customer support, or student handling roles are preferred.

Key Responsibilities:

  • Lead the student support team and ensure all queries are resolved promptly.
  • Monitor student issues across calls, emails, WhatsApp, and support portals.
  • Ensure students receive timely updates regarding classes, schedules, exams, and certifications.
  • Maintain high standards of student satisfaction and experience.
  • Address escalations and provide appropriate solutions for academic, training, and operational concerns.
  • Work closely with Training, Academics, Operations, and Placement teams to ensure end-to-end support.
  • Track student progress, attendance, and feedback to enhance their overall journey.
  • Conduct regular review meetings with the support team to assess performance and workflow.
  • Prepare weekly/monthly student experience reports and share insights for improvement.
  • Implement strategies to improve retention, satisfaction, and engagement levels.
  • Ensure all support processes follow SOPs and quality standards.

Requirements:

  • Bachelor's degree in any field; preference for candidates from EdTech or customer service backgrounds.
  • 3–7 years of experience in customer support, student success, or client servicing roles.
  • Strong communication, problem-solving, and team management skills.
  • Ability to handle escalations professionally and maintain a student-first approach.
  • Excellent organizational and multitasking abilities.
  • Experience in CRM tools, ticketing systems, or support software is a plus.

Key Skills:

Student Support
• Customer Service
• Escalation Handling
• Communication Skills
• Team Management
• Problem Solving
• Coordination
• CRM Management
• Student Engagement
• Operations Support

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