Customer Support Manager

Job Details

• Work Location: Sector 2, Noida
• Working Days: 6 days a week
• Compensation: Up to 12 LPA

Role Overview

We are looking for an experienced Customer Support Manager to lead the learner support function, drive post-admission engagement and conversion, and ensure an excellent learner experience throughout the program lifecycle.

Key Responsibilities

• Team Management: Lead the Support & Delivery team, including hiring, performance management, coaching, quality audits, and CSAT improvement.
• Admission-to-Enrollment: Ensure admitted students complete documentation, fee payment, LMS activation, and successfully transition into active learners.
• Learner Support: Own end-to-end support for academic, LMS/technical, examination, and other learner queries, ensuring defined TATs and effective escalation management.
• Re-registration & Collections: Drive re-registration and fee collection targets while identifying and proactively engaging at-risk learners.
• NPS & Learner Experience: Own NPS and CSAT; analyse detractor feedback, identify root causes, and implement corrective actions.
• MIS & Performance: Track and review key metrics including NPS, CSAT, TAT, activation, retention, re-registration, and collections.

Candidate Profile

• 6–9 years of experience in Customer Support, Customer Success, Learner Experience, or Operations.
• Preferably from EdTech, Higher Education, Online Education, or a similar customer-centric industry.
• Proven experience in managing support teams and customer experience metrics.
• Strong people-management, analytical, escalation-handling, and stakeholder-management skills.
• Experience in retention, collections, re-registration, and customer satisfaction will be an advantage.
• Exposure to Online Higher Degree Programs is preferable.