Customer Support Executive (Customer Success)
Location: Pune, Maharashtra (On-site) | Experience: 1–2 Years | Employment Type: Full-time | Department: Customer Support
Role Overview: A dependable and empathetic executive to be the first point of contact for ClassPe's students and parents — resolving queries, troubleshooting issues, and ensuring a smooth, satisfying learning experience for every user.
Key Responsibilities:
- Respond promptly to student and parent queries via phone, email, and chat.
- Resolve issues related to course access, payments, scheduling, and platform usage.
- Escalate unresolved or technical issues to the relevant internal teams and track resolution.
- Maintain detailed and accurate records of customer interactions in the support system.
- Ensure high customer satisfaction (CSAT) through timely and courteous service.
- Proactively identify recurring issues and share insights with the product/operations team.
- Support onboarding of new students by explaining platform features and processes.
- Meet defined response-time and resolution-time SLAs.
Requirements:
- 1–2 years of experience in a customer support, helpdesk, or BPO role preferred.
- Strong communication skills in English and Hindi/regional language, written and verbal.
- Patient, empathetic, and solution-oriented approach to handling customer concerns.
- Comfortable using CRM/helpdesk tools and multitasking across channels.
- Good problem-solving skills and attention to detail.
- Graduate in any discipline; EdTech or customer-facing experience is a plus.
Pay: ₹25,000.00 - ₹35,000.00 per month
Education:
Language:
Work Location: In person
