Customer Support Executive

Mumbai, Maharashtra, India Full-time

Who are we?
LIDO is an ed-tech company revolutionizing the formal classroom education through a unique and immersive online classroom for every child in India. With our exciting and fun online classes for our students, we are building the Lido experience: cutting edge content like animated videos and interactive games, a personalized platform for homework, tests, challenges, and inspiring teachers.
Why to be a part of Lido?
Lido’s goal is to inspire and empower every child for the future. In order to achieve this goal, we invite you to be a part of our ever-growing LIDO family. Grab the opportunity to work with passionate individuals, from Stanford, Duke, IIT, and BITS, as we open the door to engaging and impactful learning!
Responsibilities and Duties
The Student success advisor will work closely with parents and children, to make their experience at Lido, a true success in terms of delivering on our promises, maintaining exceptional communication, being key people that can provide expertise, knowledge and support as their children develop and grow with Lido.

We are looking for someone who will truly champion our values at Lido, take ownership of the students’ learning experience and develop key customer relationships in order to drive retention and loyalty. The advisors will work closely with customers to ensure they are satisfied with the services they receive and improve upon areas of dissatisfaction

Responsibilities -

  • Customer Onboarding: Build an instant connect with new customers and

onboard them onto the platform

  • Learning support: Communicate student progress to parents on a periodic basis,

track student learning experience closely, identify students who are struggling and
proactively work with parents to guide them to succeed.

  • Grievance Redressal: Support, respond or escalate any issues, or red flags

to the appropriate team. Communicate resolution to the parents and close the
feedback loop.

  • Constant Engagement: Engage with customers on a periodic basis to

understand their feedback on the learning experience, what is going well, and
what can improve; the end goal is to ensure high customer satisfaction and 100%
retention.

  • Administrative Tracking: Meticulously log all interactions with customers onto

the CRM platform in order to be completely transparent about the status of the
customer relationship
Key Skills
Communications
Required Experience and Qualifications

  • Excellent communication and interpersonal skills
  • Highly organized and able to multi-task
  • Self-driven and proactive nature
  • High computer literacy and ability to learn new software
  • Patient and active listener
  • Passion for service
  • Organizational and time-management skills
  • Decision - making skills
  • Attention to Detail

Qualification

  • Graduate in any stream
  • Ability to speak Hindi and English fluently

Benefits
Perks:
• Work with a brilliant, interdisciplinary team from Stanford, Duke, IIT, and more
• Grow fast with the start-up
• Casual attire