Customer Support Executive

Job Description – Customer Support Executive (K12 EdTech)

Department

Customer Support / Customer Experience

Experience

1–3 Years

Industry

EdTech / Online Education

Employment Type

Full-Time

Work Schedule

Rotational Shifts, including Weekends

Job Summary

We are looking for a customer-focused and empathetic Customer Support Executive to handle queries from students, parents, and tutors. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and experience managing customer interactions across chat, phone, WhatsApp, and email. The role involves ensuring timely query resolution, delivering a positive customer experience, and coordinating with internal teams to maintain smooth academic operations.

Roles & Responsibilities

Customer Support: Serve as the first point of contact for students, parents, and tutors through phone calls, live chat, WhatsApp, and email.

Query Management: Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, technical issues, and online learning platform support.

Policy Communication: Explain company policies, procedures, and service guidelines clearly and professionally, including situations involving policy-based denials.

Issue Resolution: Identify customer concerns, troubleshoot basic technical issues, and ensure timely resolution or escalation to the relevant teams.

Cross-functional Coordination: Work closely with Academic, Technical, and Sales teams to address customer concerns and ensure uninterrupted learning experiences.

Follow-ups & Escalations

Track unresolved queries, follow up with relevant stakeholders, and keep customers informed until closure.

CRM & Documentation: Maintain accurate customer interaction records, update CRM systems, and manage support tickets with proper resolution details.

Customer Experience: Handle difficult conversations and escalations with patience, empathy, and professionalism while maintaining customer satisfaction.

Multitasking & Productivity

Manage multiple chats, calls, and support requests efficiently while meeting response-time and resolution targets.

Process Compliance

Follow established support processes, service standards, escalation matrices, and data confidentiality guidelines.

Required Skills & Qualifications

1–3 years of experience in customer support, customer service, or customer experience roles.

Experience in K12 EdTech, online education, e-learning, or a similar customer-facing environment is preferred.

Excellent spoken and written English communication skills.

Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.

Experience handling voice, non-voice, chat, email, and WhatsApp support channels.

Strong problem-solving, multitasking, conflict-resolution, and customer-handling skills.

Ability to communicate company policies confidently and handle challenging customer interactions.

A customer-centric attitude with strong ownership, patience, and attention to detail.

Work Requirements

Willingness to work rotational shifts scheduled between 8:00 AM and 10:30 PM.

Availability to work on weekends and holidays as per business requirements.

Candidates who can join immediately are preferred; immediate joiners only.

Key Performance Indicators (KPIs)

First Response Time and Average Resolution Time.

Customer Satisfaction (CSAT) and customer feedback.

First Contact Resolution (FCR).

Query closure rate and pending ticket management.

Quality of customer interactions and process compliance.

Adherence to shift schedules and support productivity targets.