Customer Excellence Associate

About the role

We are looking for a confident, articulate and tech‑savvy Customer Excellence Associate to manage the post‑enrolment experience of students and parents. The role involves communicating through calls, chat and messaging, conducting experience calls, handling escalations and ensuring issues are resolved end‑to‑end.

Key responsibilities

• Communicate with students and parents via phone, WhatsApp, chat, email and other digital channels, setting clear expectations and maintaining context.
• Conduct structured experience calls to gather feedback on tutoring, schedules, communication and overall service.
• Manage escalated situations, investigate root causes, coordinate with Product, Academics, Finance, Admissions and Tech, and provide documented resolutions.
• Identify at‑risk customers early, proactively reach out, and coordinate recovery actions such as tutor or schedule changes.
• Own assigned cases from first contact through final resolution, ensuring no callbacks or commitments are missed.

Required profile

• 1–3 years of experience in customer‑facing roles such as Customer Success, Support or Relationship Management.
• Excellent spoken and written English with confidence speaking to parents and students.
• Strong listening, questioning and problem‑solving abilities, and the discipline to follow up on multiple active cases.

Required skills

• Proficiency with CRM systems.
• Experience using LMS platforms.
• Ability to work with dashboards and spreadsheets.
• Familiarity with ticketing systems.
• Comfort using AI tools and adapting to evolving technology.

What we offer

• A customer‑facing role with genuine ownership and exposure to international customers.
• Hands‑on experience with modern EdTech and AI‑assisted operations.
• Cross‑functional collaboration with Product, Academics, Finance, Tech and Operations.
• Growth opportunities toward senior Customer Excellence, Success, Retention or Management positions.
• Performance‑based review cycles.