Customer support associate

About the Company

At Interview Kickstart (IK), we help software engineers and tech professionals land jobs at the world's leading technology companies through industry-led training, mentorship, and career coaching. Our Student Success team plays a critical role in ensuring every learner has an exceptional experience throughout their learning journey.

About the Role

We're looking for a Associate, Customer Success who is passionate about customer success, learner engagement, and driving program completion while delivering an outstanding support experience.

Responsibilities

Conduct onboarding calls with learners before their batch begins and ensure a smooth program start. Act as the primary post-sales point of contact throughout the learner journey. Track learner progress across multiple cohorts and proactively drive program completion. Build strong relationships with learners through regular check-ins and retention calls. Address learner concerns related to the program, platform, scheduling, and overall experience. Follow up with learners for feedback, testimonials, and reviews to improve customer satisfaction. Minimize dropouts and deferrals by proactively identifying challenges and providing timely guidance. Coordinate with internal teams including operations, mentors, career coaches, and support teams to resolve learner issues. Maintain accurate learner records, trackers, CRM updates, and reports using Google Sheets/Excel. Ensure a high-quality learner experience through calls, emails, chats, and other communication channels. Serve as the single point of contact (SPOC) for assigned learners throughout the program lifecycle.

Qualifications

2+ years of experience in Customer Success, Student Success, Customer Support, Customer Service, or other customer-facing roles. Bachelor's degree in any discipline.

Required Skills

Excellent verbal and written communication skills. Strong customer-first approach with empathy and problem-solving skills. Experience handling post-sales customer interactions and relationship management. Comfortable managing multiple learner interactions and support tickets simultaneously. Proficiency in Google Sheets, Microsoft Excel, and CRM tools. Strong organizational skills with the ability to manage multiple cohorts and priorities.

Preferred Skills

Learner engagement and retention strategies. Stakeholder management. Conflict resolution and escalation handling. Data tracking and reporting. Process-oriented with strong attention to detail.

Pay range and compensation package

Shift: General US Shift

Location: India

Interview Process

Round 1: Hiring Manager Interview Round 2: Assignment Round 3: Leadership Interview Round 4: Final Leadership Interview

Why Join Interview Kickstart?

Work with one of the fastest-growing Ed Tech companies focused on technology careers. Make a direct impact on learner success and career transformation. Collaborate with high-performing cross-functional teams. Opportunity to build a rewarding career in Customer Success within a global organization.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.