Student Support Manager - Edtech Operations

Teamlease Digital Private Ltd.; Mumbai Suburban; On-site; INR 550,000 - 750,000; Full time

Job summary

Teamlease Digital Private Ltd. is seeking a Student Success Specialist to oversee student queries, engagement, and the overall learner experience across channels.

The role emphasizes resolving issues within SLAs, coordinating with internal teams and institute partners, and driving retention, renewals, and program revenue through proactive outreach and continuous process improvements.

Qualifications

• Experience handling student queries via email and ticketing systems within SLAs.
• Experience with proactive outreach campaigns to boost engagement.
• Ability to coordinate with cross-functional teams and institute representatives.
• Demonstrated empathetic, professional communication with learners.

Responsibilities

• Oversee student queries received through email, ticketing systems, and other approved communication channels.
• Ensure timely, accurate, and complete resolution of student issues within defined SLAs.
• Monitor ticket ageing, pending cases, repeat queries, escalations, and unresolved grievances.
• Coordinate with internal teams, institute representatives, faculty, and other stakeholders to resolve issues.
• Maintain clear communication with students until closure and ensure appropriate documentation of resolutions.
• Proactively engage with students to understand their academic, administrative, and programme-related challenges.
• Identify disengaged, inactive, dissatisfied, and at-risk learners using available data and engagement indicators.
• Execute outreach campaigns to improve participation and program continuation.
• Follow up with students who have discontinued engagement or are at risk of dropping out.
• Support semester renewals, reactivation, and learner retention initiatives.
• Monitor recurring student concerns and identify root causes affecting the learner experience.
• Collect, analyse, and report student feedback, satisfaction trends, and grievance patterns.
• Recommend improvements in student-facing processes and communication.
• Ensure professional, empathetic, consistent communication across touchpoints.
• Support fee recovery and renewal initiatives through timely student outreach and follow-ups.
• Identify opportunities for learner referrals, programme recommendations, and positive advocacy.
• Collaborate with Admissions, Sales, Finance, and Institute Operations teams to improve conversion and revenue.
• Track the outcomes of outreach activities and report measurable business contributions.
• Monitor KPIs, prepare dashboards, and lead performance discussions with the Student Success team.
• Coach team members on communication, problem-solving, and service quality.
• Ensure accountability for assigned activities, deadlines, and measurable outcomes.

Skills

Communication

Stakeholder coordination

Problem solving

Data analysis

Customer service

Project management

Job description

Key Responsibilities

A. Student Query and Grievance Management

• Oversee student queries received through email, ticketing systems, and other approved communication channels.
• Ensure timely, accurate, and complete resolution of student issues within defined Service Level Agreements (SLAs).
• Monitor ticket ageing, pending cases, repeat queries, escalations, and unresolved grievances.
• Coordinate with internal teams, institute representatives, faculty, and other stakeholders to resolve issues.
• Maintain clear communication with students until closure and ensure appropriate documentation of resolutions.

B. Student Engagement and Retention

• Proactively engage with students to understand their academic, administrative, and programme-related challenges.
• Identify disengaged, inactive, dissatisfied, and at-risk learners using available student data and engagement indicators.
• Execute structured outreach campaigns through email, calls, and other approved channels to improve participation and program continuation.
• Follow up with students who have discontinued engagement or are at risk of dropping out.
• Support semester renewals, reactivation, and learner retention initiatives in coordination with relevant teams.

C. Learner Experience and Satisfaction

• Monitor recurring student concerns and identify root causes affecting the learner experience.
• Collect, analyse, and report student feedback, satisfaction trends, and grievance patterns.
• Recommend improvements in student-facing processes, communication, and service delivery.
• Ensure professional, empathetic, and consistent communication across all student touchpoints.

D. Revenue and Business Contribution

• Support fee recovery and semester renewal initiatives through timely student outreach and follow-ups.
• Identify opportunities for learner referrals, programme recommendations, and positive word-of-mouth advocacy.
• Contribute to reactivation campaigns for students who have discontinued or disengaged from programmes.
• Collaborate with Admissions, Sales, Finance, and Institute Operations teams to improve conversion, continuation, and revenue realisation.
• Track the outcomes of outreach activities and report measurable business contributions.

E. Student Communication and Online Reputation

• Support online reputation management (ORM), including monitoring and addressing learner concerns on relevant digital platforms.
• Coordinate responses to student feedback and online grievances in accordance with approved communication guidelines.
• Encourage positive learner advocacy based on genuine student experiences.
• Identify emerging reputational risks and escalated sensitive issues promptly.

F. Process Management and Continuous Improvement

• Establish and maintain standard operating procedures for student query management, outreach, escalation, and closure.
• Maintain accurate student interaction records, ticket histories, follow-up actions, and resolution documentation.
• Analyse recurring issues and recommend preventive measures to reduce repeat queries and operational inefficiencies.
• Work with cross-functional teams to improve turnaround time, communication quality, and overall student experience.

G. MIS, Reporting, and Team Management

• Monitor key performance indicators (KPIs) covering query resolution, SLA adherence, student satisfaction, retention, renewals, and outreach effectiveness.
• Prepare periodic dashboards and reports highlighting performance, risks, trends, and corrective actions.
• Lead daily operational reviews and weekly performance discussions with the Student Success team, where applicable.
• Coach team members on communication, problem-solving, ownership, and service quality.
• Ensure accountability for assigned activities, deadlines, and measurable outcomes.