Customer Support Executive

Athena; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

Athena is seeking a customer-focused Customer Support Executive in Hyderabad to handle queries from students, parents, and tutors. You will manage communications across phone, chat, WhatsApp, and email with a focus on timely resolution and positive customer experience.

Responsibilities include scheduling inquiries, policy explanations, issue resolution, and coordinating with Academic, Technical, and Sales teams to ensure uninterrupted learning experiences.

Qualifications

• 1–3 years of experience in customer support or related roles.
• Experience in K12 EdTech or online education is a plus.
• Excellent spoken and written English communication skills.
• Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.
• Experience handling voice, non-voice, chat, email, and WhatsApp support channels.
• Strong problem-solving, multitasking, and customer-handling skills.

Responsibilities

• Serve as the first point of contact for students, parents, and tutors through phone, live chat, WhatsApp, and email.
• Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, and platform support.
• Explain company policies and service guidelines clearly and professionally.
• Identify customer concerns, troubleshoot basic issues, and escalate when needed.
• Collaborate with Academic, Technical, and Sales teams to ensure smooth learning experiences.
• Track unresolved queries, follow up with stakeholders, and close tickets with clear resolutions.
• Maintain accurate records in the CRM and ensure proper resolution details.

Skills

Customer support

English communication

CRM systems

Ticketing tools

WhatsApp Business API

Multi-channel support

Problem solving

Team coordination

Tools

CRM systems

Ticketing tools

WhatsApp Business API

Job description

Experience: 1–3 Years

Industry: EdTech / Online Education

Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and empathetic Customer Support Executive to handle queries from students, parents, and tutors. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and experience managing customer interactions across chat, phone, WhatsApp, and email. The role involves ensuring timely query resolution, delivering a positive customer experience, and coordinating with internal teams to maintain smooth academic operations.

• Customer Support: Serve as the first point of contact for students, parents, and tutors through phone calls, live chat, WhatsApp, and email.
• Query Management: Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, technical issues, and online learning platform support.
• Policy Communication: Explain company policies, procedures, and service guidelines clearly and professionally, including situations involving policy-based denials.
• Issue Resolution: Identify customer concerns, troubleshoot basic technical issues, and ensure timely resolution or escalation to the relevant teams.
• Cross-functional Coordination: Work closely with Academic, Technical, and Sales teams to address customer concerns and ensure uninterrupted learning experiences.
• Follow-ups & Escalations: Track unresolved queries, follow up with relevant stakeholders, and keep customers informed until closure.
• CRM & Documentation: Maintain accurate customer interaction records, update CRM systems, and manage support tickets with proper resolution details.
• Customer Experience: Handle difficult conversations and escalations with patience, empathy, and professionalism while maintaining customer satisfaction.
• Multitasking & Productivity: Manage multiple chats, calls, and support requests efficiently while meeting response-time and resolution targets.
• Process Compliance: Follow established support processes, service standards, escalation matrices, and data confidentiality guidelines.

Required Skills & Qualifications

• 1–3 years of experience in customer support, customer service, or customer experience roles.
• Experience in K12 EdTech, online education, e-learning, or a similar customer-facing environment is preferred.
• Excellent spoken and written English communication skills.
• Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.
• Experience handling voice, non-voice, chat, email, and WhatsApp support channels.
• Strong problem-solving, multitasking, conflict-resolution, and customer-handling skills.
• Ability to communicate company policies confidently and handle challenging customer interactions.
• A customer-centric attitude with strong ownership, patience, and attention to detail.

Work Requirements

• Willingness to work rotational shifts scheduled between 8:00 AM and 10:30 PM.
• Availability to work on weekends and holidays as per business requirements.
• Candidates who can join immediately are preferred; immediate joiners only.

Key Performance Indicators (KPIs)

• First Response Time and Average Resolution Time.
• Customer Satisfaction (CSAT) and customer feedback.
• Query closure rate and pending ticket management.
• Quality of customer interactions and process compliance.
• Adherence to shift schedules and support productivity targets.