Job Description

Job Title
User Success Associate (EdTech)
Job Summary
We are looking for a User Success Executive to join our team. This role focuses on ensuring
users are able to successfully adopt, use, and benefit from the platform. The work goes
beyond issue resolution and into proactive guidance, problem prevention, product feedback,
and program execution support.
The ideal candidate is comfortable troubleshooting when needed, but more importantly, can
think from the user's perspective, identify friction points early, and work closely with product,
engineering, and program teams to improve overall user outcomes.

Key Responsibilities
1. User Enablement & SuccessAct as the primary point of contact for users via chat, email, and calls. Proactively guide users to understand features, workflows, and best practices. Help users achieve intended outcomes, not just fix immediate issues. Ensure users feel confident and supported while using the platform.


2. Issue Resolution & PreventionIdentify root causes behind user problems, not just surface symptoms. Resolve app, web, and device-related issues with clear, step-by-step guidance. Spot patterns in user queries and work to reduce repeat issues. Share insights with internal teams to prevent future user friction.


3. Escalation & Cross-Team CoordinationIdentify high-impact or recurring user blockers and escalate them early.
Work closely with product and engineering teams to drive timely resolutions. Track escalated issues end-to-end and keep users informed of progress.


4. Product Feedback & Quality SupportTest new features, updates, and fixes from a user-impact perspective. Report bugs with clear reproduction steps, screenshots, or logs. Validate fixes and confirm they solve the original user problem. Act as the voice of the user in product discussions.


5. Program & Field EnablementSupport on-ground and remote program activities such as school deployments and

onboarding.Work with program managers to ensure smooth rollout and adoption. Help teachers, students, and coordinators understand how to use the platform

effectively.Identify adoption gaps and suggest improvements.


6. Knowledge Building & Continuous ImprovementDocument common user challenges, solutions, and best practices. Contribute to and improve internal knowledge base and FAQs. Share learnings from user interactions to improve training and processes. Support onboarding and mentoring of new team members.


Required SkillsBasic understanding of web and mobile applications Strong analytical and problem-solving mindset
Clear and empathetic communication (Hindi and English preferred) Ability to explain technical concepts in simple language Good prioritization and multitasking skills Comfort working with ticketing or CRM tools (Zoho, Freshdesk, etc.) Basic understanding of QA and bug reporting is a plus


Preferred Background0-2 years of experience in user success, technical support, or IT support roles Experience in EdTech or SaaS environments is a plus Diploma, BCA, BSc IT, or similar technical background preferred


What Success Looks Like in This RoleUsers are able to use the platform confidently with minimal handholding Reduction in repeated issues and avoidable escalations Faster adoption of new features by users High user satisfaction and trust in the platform Clear, actionable feedback that improves the product * Smooth collaboration with product, engineering, and program teams