Job Description

The Smart Fellowship is an offline workplace simulation that scouts, assesses and trains smart talent on behalf of 100+ companies. Our focus is on finding talent who, along with their technical skills, also can apply in-demand workplace skills like critical thinking, creative problem solving, emotional intelligence, and GenAI tools.

Our Client has appointed us to identify and hire a Customer Success Specialist

Short description of company:

This is a freemium learning platform that provides top 1% curated content, certified micro-skill courses, paid learning opportunities, placement support, and flexible learning options through WhatsApp.

Company's Vision

: To make learning

accessible, affordable, and engaging

for millions globally by transforming scattered internet content into goal-driven, AI-powered courses. Empowering learners to achieve career outcomes through cutting-edge, AI-driven education.

Meet your Manager:

Our founders bring deep expertise in product development and ed-tech innovation. One is a TEDx speaker passionate about disrupting traditional learning, while the other focuses on scalable AI solutions, driving our mission to build an AI-first company that empowers learners to achieve meaningful career outcomes.

Location

: WFO (Mumbai, Maharashtra)

Salary Range: INR 4 LPA to 6 LPA

The best part about this role

:

You'll take ownership of the entire learner journey, making a tangible impact on student outcomes. As the voice of the brand, you'll build meaningful relationships with learners and drive customer satisfaction, all while being part of a mission-driven team recognized as a Top 20 AI Startup by Google. If you're selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that's helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.

You will be responsible for these Key Responsibility Areas (KRAs):

Learner Journey Management:

Own the entire user lifecycle, from onboarding to ongoing support, ensuring a seamless and rewarding learning experience that prioritizes seriousness and intent.

Personalized Communication:

Act as the voice of the company, engaging with learners through calls, chats, and emails, addressing their needs with empathy, clarity, and problem-solving skills.

Performance Excellence:

Meet and exceed key metrics, including user satisfaction, response times, and resolution rates, consistently raising the bar for service quality.

Relationship Building:

Go beyond basic support to build deep, meaningful relationships with learners, fostering long-term loyalty and brand advocacy.

Career Success Support:

Assist learners in achieving their career goals through personalized guidance, insights, and proactive support, becoming a trusted advisor in their professional journey.

Your Key Performance Indicators (KPIs):

Learner satisfaction and retention rates. Response time and resolution rates for learner queries. NPS (Net Promoter Score) and positive learner feedback. Recommendation rates and repeat engagement metrics.

Who We're Looking For:

1-2 years

of experience in customer success, or a similar customer-facing role.

Strong communication and interpersonal skills

, with the ability to handle high-intent conversations.

Proficiency in MS Excel and CRM tools

.

Detail-oriented mindset

with a passion for helping others succeed and a proactive approach to problem-solving.
A serious,

solution-focused attitude

with a commitment to delivering outstanding user experiences.

Job Type: Full-time

Pay: ₹400,000.00 - ₹600,000.00 per year

Application Question(s):

Notice Period Current CTC? Expected CTC?
Experience:

Customer service: 1 year (Preferred)
Work Location: In person