Senior customer support associate

Role Overview:

The Senior Associate – Customer Support will be responsible for handling student queries end-to-end across tickets and chats, owning resolution quality, and contributing to team-level reporting and insight generation. This is a hands-on support role suited for someone equally comfortable resolving a complex escalation and identifying patterns in student dissatisfaction.

Key Responsibilities:

Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolution Maintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarks Conduct proactive follow-ups on unresolved or escalating concerns to ensure timely closure Prepare weekly support reports covering ticket volumes and key metrics Analyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes, and flagging them to the Support Lead with relevant context Assist in maintaining and updating internal resolution SOPs as processes evolve

Required Skills & Experience:

4+ years of experience in a customer support or helpdesk role, preferably in Ed Tech or a student/consumer-facing environment Proven ability to handle complex, sensitive, or escalated concerns with empathy and professionalism Strong written communication in English — clear, structured, and appropriately toned across different student situations Team player with a collaborative approach — willing to step in, support peers, and contribute beyond individual targets Self-driven with a strong sense of ownership over open issues

Preferred Tools Experience:

Freshdesk – ticket management, queue handling, SLA tracking Freshchat – live chat support and conversation handling Google Sheets – reporting, data tracking, and basic analysis