Customer Support Executive

Customer Support Executive

Customer Success Operations

Role Summary

Infinity Learn by Sri Chaitanya is looking for a Customer Support Executive to be the first point of contact for parents and students across our academic programs (CBSE, ICSE, State Boards, Foundation, JEE, NEET). The role involves resolving queries, handling escalations, and coordinating with academic and operations teams to ensure a smooth learner experience from onboarding through renewal.

Key Responsibilities

• Handle inbound and outbound calls, chats, and emails from parents/students regarding course access, schedules, fees, and general queries.
• Log, track, and resolve queries and complaints within defined TAT (turnaround time) using the CRM (LeadSquared / LSQ).
• Escalate unresolved or sensitive issues to the appropriate team (Academic Mentors, Refunds, Renewals) following the escalation ladder, and follow up to closure.
• Support onboarding calls for new learners — explaining the learning platform, batch schedules, and program structure.
• Assist with renewal and retention conversations by capturing non-renewal reasons accurately and passing them to the Renewals team.
• Coordinate with Academic Mentors and batch teams on attendance, classwork, and test-related parent queries.
• Flag recurring issues or process gaps to the Team Lead to support continuous improvement of SOPs.

Required Skills & Qualifications

• Graduate in any discipline (or final-year students awaiting results may apply).
• Excellent verbal and written communication skills in English and Hindi/Telugu (additional regional languages a plus).
• Basic proficiency with computers, CRM tools, and MS Office.
• Patient, empathetic, and solution-oriented approach to handling parent and student concerns.
• Ability to multitask and stay organized while managing multiple open queries at once.

Preferred (Good to Have)

• Prior experience in an EdTech, BPO, or customer service role.
• Familiarity with K-12 academic terms and board exam structures (CBSE/ICSE/State Boards).
• Exposure to CRM platforms such as LeadSquared,