Customer Support Executive

Job Title: Mentor / Academic Mentor

Location: Bangalore
Employment Type: Full-Time
Work Mode: Work from Office

Job Summary

We are looking for a Mentor who will be responsible for guiding and supporting learners throughout their learning journey. The role involves regular interaction with students, understanding their academic and career requirements, ensuring engagement, and providing timely support to improve learner experience and outcomes.

Key Responsibilities

• Act as the primary point of contact for assigned learners.

• Guide students regarding their courses, learning journey, and career goals.

• Conduct regular follow-ups with students to track their progress and engagement.

• Understand learner concerns and provide appropriate solutions or coordinate with relevant teams.

• Maintain strong relationships with students and ensure a positive learner experience.

• Encourage students to complete their courses, attend sessions, and stay engaged.

• Track learner performance, attendance, participation, and overall progress.

• Handle student queries through calls, chats, emails, and other communication channels.

• Coordinate with academic, operations, and support teams whenever required.

• Maintain accurate records and update student information in CRM/tools.

• Focus on learner retention, engagement, and satisfaction.

• Meet assigned KPIs related to learner engagement, retention, follow-ups, and support.

Required Skills

• Excellent verbal and written communication skills.

• Strong interpersonal and relationship-management skills.

• Good understanding of student/learner needs.

• Comfortable with regular calling and follow-ups.

• Strong problem-solving and convincing skills.

• Ability to handle multiple learners and tasks simultaneously.

• Basic knowledge of CRM and MS Office/Google Workspace.

• Positive attitude with a learner-first approach.

Experience & Qualification

• Bachelor’s degree in any discipline.

• 1–3 years of experience in mentoring, academic counselling, student success, learner engagement, customer success, or EdTech.

• Candidates with strong communication and relevant student-handling experience may also be considered.

Key KPIs

• Learner engagement and retention

• Student satisfaction

• Follow-up and call efficiency

• Course/session participation

• Query resolution and TAT

• Learner completion and success

• CRM/data accuracy

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 4 years of experience.