Senior Customer Support Associate
Newton School: Pay after Placement · Bengaluru · onsite · Posted 60d ago
Not disclosed4–6 yrsfulltimeSourced from
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About this role
About This Job
Newton School
Location: Bengaluru, Karnataka, India
Work Mode: On-site
Industry: Higher education
Job Description
Role Overview:
The Senior Associate – Customer Support will be responsible for handling student queries end-to-end across tickets and chats, owning resolution quality, and contributing to team-level reporting and insight generation. This is a hands-on support role suited for someone equally comfortable resolving a complex escalation and identifying patterns in student dissatisfaction.
Key Responsibilities
Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolutionMaintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarksConduct proactive follow-ups on unresolved or escalating concerns to ensure timely closurePrepare weekly support reports covering ticket volumes and key metricsAnalyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes, and flagging them to the Support Lead with relevant contextAssist in maintaining and updating internal resolution SOPs as processes evolve
Required Skills & Experience
4+ years of experience in a customer support or helpdesk role, preferably in EdTech or a student/consumer-facing environmentProven ability to handle complex, sensitive, or escalated concerns with empathy and professionalismStrong written communication in English — clear, structured, and appropriately toned across different student situationsTeam player with a collaborative approach — willing to step in, support peers, and contribute beyond individual targetsSelf-driven with a strong sense of ownership over open issues
Preferred Tools Experience
Freshdesk – ticket management, queue handling, SLA trackingFreshchat – live chat support and conversation handlingGoogle Sheets – reporting, data tracking, and basic analysis
Newton School
Location: Bengaluru, Karnataka, India
Work Mode: On-site
Industry: Higher education
Job Description
Role Overview:
The Senior Associate – Customer Support will be responsible for handling student queries end-to-end across tickets and chats, owning resolution quality, and contributing to team-level reporting and insight generation. This is a hands-on support role suited for someone equally comfortable resolving a complex escalation and identifying patterns in student dissatisfaction.
Key Responsibilities
Handle student support queries across Freshdesk tickets and Freshchat — ranging from routine requests to complex, multi-touch concerns — with ownership from first response to resolutionMaintain consistent adherence to FRT, TAT, CSAT, and resolution quality benchmarksConduct proactive follow-ups on unresolved or escalating concerns to ensure timely closurePrepare weekly support reports covering ticket volumes and key metricsAnalyse feedback and patterns from dissatisfied students — identifying recurring issues, root causes, and flagging them to the Support Lead with relevant contextAssist in maintaining and updating internal resolution SOPs as processes evolve
Required Skills & Experience
4+ years of experience in a customer support or helpdesk role, preferably in EdTech or a student/consumer-facing environmentProven ability to handle complex, sensitive, or escalated concerns with empathy and professionalismStrong written communication in English — clear, structured, and appropriately toned across different student situationsTeam player with a collaborative approach — willing to step in, support peers, and contribute beyond individual targetsSelf-driven with a strong sense of ownership over open issues
Preferred Tools Experience
Freshdesk – ticket management, queue handling, SLA trackingFreshchat – live chat support and conversation handlingGoogle Sheets – reporting, data tracking, and basic analysis
Sourced from foundit
Skills
freshdeskGoogle SheetsFreshchat
About Newton School: Pay after Placement
Newton School: Pay after Placement
Internet
712
employees
2019
7 years old
Bangalore,Karnataka
India
₹9.9L PA avg
Avg at Newton School: Pay after Placement
About
Newton School is an EdTech platform focused on transforming education through technology-driven learning programs. Its careers page highlights opportunities in teaching, product development, engineering, and operations, reflecting its mission to bridge the gap between academia and industry. The company emphasizes skill-based training, mentorship, and innovative digital platforms to prepare students and professionals for modern career opportunities.
Industries
Internet
Employee ratings
10 reviews
3.5/ 5
Culture
4.5
Career growth
4.1
Work-life
4.5
Employees rate it well for
Overall Company35Work-Life Balance34
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