Key Facts

Remote From:

Full time

Entry-level / graduate

English

Hard Skills

Customer Complaint Resolution Employee Onboarding Customer Relationship Management International Logistics Support Engineering Customer Relationship Management Business Process Automation Communications Training

Other Skills

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Distributed Team Management
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Video Conferencing
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Business Objectives
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Analytical Skills
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Training And Development
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Team Performance Management
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Report Writing
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Communication
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Teamwork
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Empathy
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Social Skills
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Self-Motivation
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Problem Solving

Roles & Responsibilities

Willingness to work remotely in a start-up work culture
Experience leading a customer support team across India (international experience is a plus)
Expertise in all aspects of customer support with a customer-centric mindset and proven track record of exceeding expectations
Hands-on experience with Zoho One and other automation tools (advantage)

Requirements:

Deliver the business’s customer service propositions to drive high customer satisfaction
Work closely with academic, admissions, technology, sales and operations teams to onboard all students and parents to 21K School
Extensively use Zoho and other automation tools and build systems for a high-performance support team to ensure error-free onboarding of students
Collaborate with the Content Training Team to develop and implement Parents and Students Orientation Training Modules

21K School

E-learning

About 21K School

At 21K School, we believe that every child deserves an education that’s made just for them. We know that no two children are the same, and that’s why we offer a personalized, flexible learning journey that allows your child to explore their interests, develop new skills, and grow at their own pace. Whether your child is studying under the Indian or British Pathway, our online school provides a learning environment that adapts to their needs. With interactive, real-time classes and the option to learn on-demand, your child gets the freedom to learn in a way that works for them. More than just academics, we focus on building essential life skills like problem-solving, creativity, and leadership—helping your child prepare not just for exams, but for life. At 21K, your child will be part of a supportive, global community, connecting with peers from across the world and learning in a way that’s both exciting and meaningful. Our facilitators provide one-on-one attention, ensuring that every child receives the guidance and encouragement they need to thrive. Your child’s path is their own—and we’re here to help them find it. Let’s help your child discover their path to success!

Company type: Scaleup

Industry: E-learning

Founded: 2018

Company size: 201 - 500

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Job description

This is a remote position.

Background:

Started in June 2020, 21K School is an online-only School with personalized, affordable and flexible education for K-12 students globally. It is a category creator in the formal K-12 space of Education, offering high-quality schooling to students irrespective of their location and time zone.

Our goal is to make quality education accessible, affordable and flexible for all students irrespective of their location or socio-economic background. We are a 100% online school and presently offer three curricula for our students - Indian, American and British.

We are expanding our Team and are looking for passionate Instructional and Academic Leaders in K-12 Space to be a part of the path-breaking.

Responsibilities:

We are looking for an experienced Manager – Student Success. The successful candidate will meet our key objectives on customer satisfaction and on-boarding of new students. Our customers are parents of students studying with us from across India and abroad. Key responsibilities include:

Delivering the business’s customer service propositions in order to drive high customer satisfaction
Work closely with the academic, admissions, technology, sales and operations team to on-board all students and parents to 21K School.
Extensively use Zoho and other automation tools and build systems for a high-performance support team to ensure error-free on-boarding of students
To work closely with Content & Training Team for developing and implementing the Parents and Students Orientation Training Modules
To coordinate with Logistics team to ensure timely delivery of all student kits – in India and abroad
To meet Parents and Students over call and virtual meeting rooms to address any grievance or issues pertaining to on-boarding of students across all Programmes
To prepare reports and documents as required from time to time
Any other tasks and responsibilities as assigned from time to time

Requirements

Essential Requirements:

Willingness to work remotely in a start-up work culture
Experience in handling a team of customer support team across India. International experience will be an added advantage.
Expertise in all aspects of customer support along with a passion for meeting business objectives.
Hands-on experience with Zoho One and other Tools will be an added advantage
Ability to coordinate with cross-functional teams.
Proven track record of excellence in customer support delivery, upholding a customer-centric focus and mind-set of surpassing the company’s expectations.

Person Specification:

High motivation and driven by a sense of ownership and passion
Excellent people and inter-personal skills
Strong analytical and system orientation skills
Outstanding general management skills working with virtual teams
Excellent communication and problem-solving skills
Customer-centric focus and empathy for student’s success
Certification in Communication, persuasion, storytelling, etc. will be an added advantage.