Manager-Student Experience

BrightCHAMPS; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

An innovative EdTech company in Bengaluru seeks a Student Experience Manager to lead their customer care team. The ideal candidate will have over 4 years in customer support, with at least 2 years in a managerial role. Responsibilities include overseeing daily operations, handling escalations, and improving processes. Strong data analysis, leadership, and communication skills are essential. This full-time position aims to enhance student satisfaction and retention while driving exceptional service quality.

Qualifications

• 4+ years of customer care/support experience, with at least 2 years in a team leadership or managerial role.
• Highly data-driven with expertise in creating dashboards and reports tailored to business requirements.
• Strong people management and mentoring skills.

Responsibilities

• Manage and lead a team of customer care associates.
• Oversee day-to-day operations across emails, chats, and calls.
• Handle customer escalation calls with empathy and ownership.

Skills

Customer support expertise

Data analysis skills

Team leadership

Conflict resolution

Process optimization

Excellent communication

Tools

Zoho Desk

Freshdesk

Advanced Excel

Job description

Join to apply for the Manager-Student Experience role at BrightCHAMPS

A global live-learning edtech platform for kids from 6 to 16 years to learn next‑gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (e.g., India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its four verticals.

Hey there 👋

Want to help us build an 😎EPIC EdTech company?

We are looking for an extraordinary Technical Lead who is passionate about transforming how children engage with technology and acquire future‑ready skills.

At BrightCHamps, one of the fastest‑growing EdTech companies globally, our mission is to equip every child with the essential skills for the 21st century. We are committed to unlocking the hidden potential within every student, and our rapid expansion into multiple countries is a testament to our impact.

We are seeking a Student Experience Manager who will lead the customer care team to deliver exceptional support and ensure a seamless student experience. The role involves managing daily operations, handling escalations, improving processes, and driving key performance metrics to enhance satisfaction, retention and overall service quality.

Responsibilities and Qualifications

• Manage and lead a team of customer care associates, ensuring high performance, adherence to SLAs, and consistent quality.
• Oversee day‑to‑day operations across emails, chats, and calls, ensuring smooth resolution of customer concerns.
• Take ownership of L2‑level calls and escalations, including cases raised on social media, ensuring swift and empathetic resolution.
• Handle complex escalations with empathy and ownership, working cross‑functionally with Sales, Finance, Academics and Product teams to resolve issues.
• Track and analyze key metrics (response time, resolution rate, CSAT) and drive continuous improvements.
• Build and maintain an issue‑wise SOP repository/Knowledge book to standardize processes and enable faster resolutions.
• Conduct regular coaching, training and feedback sessions to upskill associates and strengthen first‑contact resolution.
• Identify patterns in customer feedback and propose process or policy enhancements to reduce repeat issues.
• Contribute to customer experience initiatives that improve satisfaction, retention and brand loyalty.
• Ensure timely reporting of performance updates to leadership.
• 4+ years of customer care/support experience, with at least 2 years in a team leadership or managerial role.
• Highly data‑driven, with expertise in creating dashboards and reports tailored to business requirements using advanced Excel and reporting platforms.
• Strong people management, mentoring and conflict‑resolution skills.
• Strong process‑optimization skills with expertise in building streamlined workflows to improve efficiency and customer experience.
• Experience handling customer escalation calls.
• Excellent verbal and written communication.
• Familiarity with CRM/ticketing tools such as Zoho Desk, Freshdesk or equivalent.

Seniority Level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

E‑learning and Education

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