Student Success & Experience Executive

Position : Student Success & Experience Executive

Work Mode: Remote

Employment Type: Full-time

Openings: Multiple

Salary: ₹25,000–₹40,000 per month based on experience

Experience Required: 4–8 years

Role Overview

The Language SKOOL is looking for experienced and student-focused professionals for its Student Support team. We have multiple openings at both Junior and Senior levels across regular, break and night shifts.

The role requires professionals who can handle student queries, coordinate with internal departments, resolve concerns within defined timelines and ensure a positive student experience throughout the learning journey.

Available Shifts

Candidates must be comfortable working in one of the following shifts:

•Regular Shift: 10:00 AM–7:00 PM

•Break Shift: 6:00 AM–11:00 AM and 6:00 PM–11:00 PM

•Night Shift: 9:00 PM–5:00 AM

There are multiple openings for the regular and break shifts and a specific requirement for the night shift.

Key Responsibilities

• Respond to student queries through calls, emails, chats and other official communication channels.

•Understand student concerns and provide accurate, courteous and timely resolutions.

•Support students with onboarding, batch-related queries, class schedules, trainer coordination, LMS access and general course-related concerns.

•Coordinate with Batch Allocation, Student Onboarding, Student Observation, Linguistics/Trainers, LMS, Finance and Sales teams.

•Record every query, action, follow-up and resolution accurately in the designated tracker or system.

•Follow up with students and internal teams until each case is fully resolved.

•Ensure that response and resolution timelines are consistently met.

•Identify dissatisfied or disengaged students and escalate potential dropout, refund or retention-risk cases.

•Handle complaints professionally and maintain a calm, solution-oriented approach.

•Escalate academic, technical, financial or policy-related concerns to the appropriate department.

•Maintain confidentiality of student and organisational information.

•Share recurring student concerns and process gaps with the reporting manager.

•Participate in shift handovers and ensure that no open case is missed.

•Contribute to student satisfaction, retention and service-quality targets.

Additional Responsibilities for Senior Candidates

•Manage complex, sensitive and escalated student cases.

•Guide junior executives in handling difficult conversations and unusual cases.

•Review pending cases and support timely closure.

•Monitor adherence to response and resolution timelines.

•Assist the Team Lead or Manager in shift coordination and workload distribution.

•Identify recurring service issues and recommend process improvements.

•Support quality checks, team training and performance reporting.

•Take ownership of cases involving multiple departments until final resolution.

Required Skills and Competencies

•Strong verbal and written communication skills in English and Hindi

•Minimum 4 years of relevant experience in customer support, student support, customer success or service operations

•Excellent listening, empathy and conflict-resolution skills

•Ability to manage difficult conversations without losing professionalism

•Strong follow-up and coordination capabilities

•Good documentation and case-management skills

•Ability to prioritise multiple queries and work under pressure

•Comfortable working with spreadsheets, email, CRM, LMS or ticketing systems

•Ability to work independently in a remote environment

•Stable internet connection, functional laptop and suitable work-from-home setup

•Willingness to work in the assigned regular, break or night shift

Preferred Candidate Profile

•Experience in EdTech, education, training, customer success or service-based organisations

•Experience handling student or customer escalations

•Familiarity with ticketing systems, CRM platforms or LMS portals

•Prior experience in retention, grievance handling or service recovery

•For senior positions, experience in mentoring or supporting junior team members will be preferred

Key Performance Indicators

Performance will be evaluated on:

•First-response time

•Query-resolution time

•Number of cases closed

•Pending and ageing cases

•Repeat-query rate

•Escalation rate

•Quality and accuracy of communication

•Student satisfaction

•Documentation and tracker accuracy

•Attendance and shift adherence

•Student retention and successful resolution of high-risk cases