Senior Customer Support Associate

Newton School · India

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 EdTech 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