Customer Support Associate

Yocket; Mumbai; On-site; INR 450,000 - 600,000; Full time

Job summary

Yocket is seeking a Customer Success Associate for UG Counselling to ensure a smooth student journey from onboarding through ongoing engagement. You will coordinate with cross-functional teams to resolve issues, maintain satisfaction, and track participation in value-added services.

The role emphasizes ownership, empathy, and strong English communication in a hybrid Mumbai-based setting, with two days in office weekly.

Qualifications

• 1–2 years of experience in Customer Success, Student Success, or Client Servicing.
• Strong ownership mindset and problem-solving ability.
• Excellent user empathy and relationship management skills.
• Good command of written and verbal English communication.

Responsibilities

• Manage student onboarding and ensure a seamless onboarding experience.
• Act as the primary point of contact for students and parents during the initial journey.
• Collect user feedback regularly and coordinate with internal teams to resolve grievances/issues.
• Track student engagement and progress across value-added services to ensure timely completion.
• Maintain high levels of student satisfaction and relationship management.
• Collect and monitor CSAT and NPS feedback.
• Identify areas of improvement in the student experience and share insights.
• Ensure timely follow-ups and consistent communication with students and parents.

Skills

Ownership

Problem-solving

Empathy

English communication

Education

Bachelor's degree

Job description

Customer Success Associate – UG Counselling

About the Role

We are looking for a proactive and student-focused Customer Success Associate to join our UG Counselling team. The ideal candidate will be responsible for ensuring a smooth student journey by managing onboarding, resolving concerns, tracking engagement with value-added services, and maintaining high student satisfaction levels. This role requires strong communication skills, empathy, ownership, and the ability to coordinate effectively with cross-functional teams.

Key Responsibilities

• Manage student onboarding and ensure a seamless onboarding experience
• Act as the primary point of contact for students and parents during the initial journey
• Collect user feedback regularly and ensure grievances/issues are resolved promptly through coordination with relevant internal teams
• Track student engagement and progress across value-added services to ensure timely completion and participation.
• Maintain high levels of student satisfaction and relationship management
• Collect and monitor CSAT (Customer Satisfaction) and NPS (Net Promoter Score) feedback
• Identify areas of improvement in the student experience and share actionable insights with internal teams
• Ensure timely follow-ups and consistent communication with students and parents

Requirements

• 1–2 years of experience in Customer Success, Student Success, or Client Servicing ro
• Strong ownership mindset and problem-solving ability
• Excellent user empathy and relationship management skills
• Good command of written and verbal English communication
• Bachelor’s degree in any disciple
• Ability to coordinate effectively with multiple teams in a fast-paced environment

Work Mode

Hybrid

2 days work from office

Location

Nariman Point, Mu

Preferred Skills

• Experience working in EdTech or student-facing roles is a
• Comfortable handling feedback, escalations, and student coordination
• Strong organizational and follow-up s