Job Description

Operations and Customer Success Executive

About Mentoria

Mentoria is a leading career discovery and planning platform dedicated to helping individuals make informed career choices. We combine psychometric assessments, expert counseling, and an expansive knowledge base to guide students and professionals on their journey. We are looking for a highly motivated and customer-focused individual to join our team as an Operations and Customer Success Executive.

Key Responsibilities

As an Operations and Customer Success Executive, you will be the crucial link between our customers, our counselors, and the successful delivery of the Mentoria experience.

1. Customer and Counsellor Scheduling & Alignment (B2B Focus)
? Customer Session Management: Getting on calls with B2B revenue stream customers to understand their needs and align their counseling sessions with the most relevant counselors.

? Counsellor Enablement: Proactively managing and optimizing the schedules of all our counselors to ensure they receive adequate sessions that match their expertise and the customer's requirements.

2. Service Excellence and Grievance Resolution
? Conflict Resolution: Taking ownership of and resolving any challenges that arise before, during, or after the counseling session for both the customer and the counselor.

? Grievance Handling: Managing complaints, dealing with unhappy customers, and ensuring their experience is corrected and restored through high-quality service recovery.

? Customer Onboarding: Conducting briefing calls with new customers and counselors to ensure they fully understand and can utilize the Mentoria process effectively.

3. Customer Engagement and Feedback
? Feedback Collection: Systematically collecting customer feedback across all revenue streams via calls and video sessions.

? Advocacy & Testimonials: Proactively working to get positive customer reviews and testimonials to build brand credibility.

? Relationship Building: Supporting the execution of up-selling, connecting, and building strong relationships with both new and existing customers.

? Past Customer Outreach: Reaching out to past customers to understand their additional challenges, map their career journey, and provide support through relevant research/information via the content team.

4. Reporting, Data, and Execution
? Corporate Reporting: Creating performance dashboards for our corporate partners.

? Strategic Reporting: Creating essential pulse reports and CSR donor reports.

? Travel & Implementation: Travelling Pan India for CSR and B2B implementation and execution efforts.

? Proven experience in an Operations or Customer Success role, preferably within a B2B or EdTech environment.

? Excellent verbal and written communication skills with a clear focus on empathy and persuasive communication.

? Strong problem-solving skills with a calm and constructive approach to grievance handling.

? Highly organized with excellent time management and scheduling capabilities.

? Willingness to travel as required for B2B and CSR implementation projects.

Qualifications and Skills

Proven 2-3 years of experience in an Operations or Customer Success role, preferably within a B2B or EdTech environment. Excellent verbal and written communication skills with a clear focus on empathy and persuasive communication. Strong problem-solving skills with a calm and constructive approach to grievance handling. Highly organized with excellent time management and scheduling capabilities. Willingness to travel as required for B2B and CSR implementation projects.

Why Join Mentoria?

Impactful Product: Directly empower professional counsellors, magnifying your impact on career guidance globally Growth Path: Opportunities for advancement to leadership and team management roles based on consistent performance. High Earning Potential: Position structured to reward exceptional closing performance.
Job Type: Full-time

Pay: ₹300,000.00 - ₹420,000.00 per year

Work Location: In person