Newton School
Website:
bit.ly
Seniority: Associate
Industries: Higher Education
Job details:
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
Click on Apply to know more.
