Ze Learning Labb
Website:
learninglabb.com
Job details:
Ze Learning Labb is a fast-growing EdTech company on a mission to make high-quality education accessible and personalized for every learner. We offer a wide range of online courses, bootcamps, and certifications that empower individuals to upskill and succeed in their careers.
Role Overview:
We are seeking a proactive, empathetic, and detail-oriented Senior Student Support Executive to join our team. You will play a crucial role in ensuring student satisfaction by resolving queries, improving support processes, and providing exceptional assistance throughout the learner journey.
Key Responsibilities:
- Handle escalated queries from students via phone, email, chat, and CRM platforms with professionalism and empathy.
- Ensure timely resolution of concerns related to course access, payments, schedules, technical issues, and certifications.
- Monitor student satisfaction metrics (e.g., CSAT, NPS) and implement initiatives to improve service quality.
- Collaborate with internal teams (Academic, Tech, Product, Sales) to ensure smooth student experience.
- Mentor and support junior support executives; assist in onboarding and training.
- Contribute to knowledge base documentation and FAQs to reduce repeat queries.
- Analyze trends in support tickets and propose process improvements.
- Assist with live session support, student onboarding calls, and orientation webinars, if needed.
Requirements:
- Bachelor's degree in any discipline; additional certifications in communication/customer success are a plus.
- 2–5 years of experience in a customer support/student-facing role, preferably in EdTech or SaaS.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-first mindset.
- Comfortable working in fast-paced, dynamic environments.
- Familiarity with CRM tools like Freshdesk, Zendesk, or Salesforce.
- Flexible to work in rotational shifts, including weekends if required.
Preferred:
Experience working with online learning platforms or LMS tools.
Knowledge of basic tech troubleshooting (e.g., browsers, video conferencing).
Multilingual communication skills (depending on the market).
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