Manager Student Success
This is a remote position.
Background:
Started in June 2020, 21K School is an online-only School with personalized, affordable and flexible education for K-12 students globally. It is a category creator in the formal K-12 space of Education, offering high-quality schooling to students irrespective of their location and time zone.
Our goal is to make quality education accessible, affordable and flexible for all students irrespective of their location or socio-economic background. We are a 100% online school and presently offer three curricula for our students - Indian, American and British.
We are expanding our Team and are looking for passionate Instructional and Academic Leaders in K-12 Space to be a part of the path-breaking.
Responsibilities:
We are looking for an experienced Manager – Student Success. The successful candidate will meet our key objectives on customer satisfaction and on-boarding of new students. Our customers are parents of students studying with us from across India and abroad. Key responsibilities include:
- Delivering the business’s customer service propositions in order to drive high customer satisfaction
- Work closely with the academic, admissions, technology, sales and operations team to on-board all students and parents to 21K School.
- Extensively use Zoho and other automation tools and build systems for a high-performance support team to ensure error-free on-boarding of students
- To work closely with Content & Training Team for developing and implementing the Parents and Students Orientation Training Modules
- To coordinate with Logistics team to ensure timely delivery of all student kits – in India and abroad
- To meet Parents and Students over call and virtual meeting rooms to address any grievance or issues pertaining to on-boarding of students across all Programmes
- To prepare reports and documents as required from time to time
- Any other tasks and responsibilities as assigned from time to time
Requirements
EssentialRequirements:
- Willingness to work remotely in a start-up work culture
- Experience in handling a team of customer support team across India. International experience will be an added advantage.
- Expertise in all aspects of customer support along with a passion for meeting business objectives.
- Hands-on experience with Zoho One and other Tools will be an added advantage
- Ability to coordinate with cross-functional teams.
- Proven track record of excellence in customer support delivery, upholding a customer-centric focus and mind-set of surpassing the company’s expectations.
Person Specification:
- High motivation and driven by a sense of ownership and passion
- Excellent people and inter-personal skills
- Strong analytical and system orientation skills
- Outstanding general management skills working with virtual teams
- Excellent communication and problem-solving skills
- Customer-centric focus and empathy for student’s success
- Certification in Communication, persuasion, storytelling, etc. will be an added advantage.