Student Support Manager - Edtech Operations

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 escalate 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.