Customer Success Manager

NxtWave is revolutionizing the 21st-century job market by transforming youth into highly skilled tech professionals irrespective of their educational background with our CCBP 4.0 programs.

By offering vernacular content and interactive learning, NxtWave is breaking the entry barrier for learning tech skills. Learning in their mother tongue helps learners achieve higher comprehension, deeper attention, longer retention, and greater outcomes.

NxtWave was founded by Rahul Attuluri (Ex Amazon, IIIT Hyderabad), Sashank Reddy (IIT Bombay) and Anupam Pedarla (IIT Kharagpur).

NxtWave now has paid subscribers from 450+ districts across India who have spent 500 million minutes on its learning platform so far. Till date, NxtWave learners have been hired by 1700+ companies including Google, Amazon, Nvidia, Goldman Sachs, Oracle, IBM, Bank of America, Deloitte, and more.

We're growing fast and we need your talent, skills, and passion.

Know more about NxtWave: https://www.ccbp.in

Read more about us in the news - Economic Times | The Hindu | Yourstory | VCCircle

JOB DESCRIPTION:

As a Customer Support Manager, you will play a vital role in ensuring that our students have a seamless and delightful experience learning with NxtWave. Your primary responsibility will be ensuring all students are satisfied with each interaction with support, comprehending and addressing their needs, concerns, and feedback while strategizing and implementing initiatives to enhance overall satisfaction and loyalty.

ROLES & RESPONSIBILITIES:

1. Lead the Voice and Non Voicce support operations and ensure service level adherence(FRT, Wait time, Response time & CSAT) to provide a seamless experience to the students, and enhance their experience with NxtWave.

2. Ensure the right communication is made to the students’ w.r.t tonality, grammar, sense, etc.

3. Responsible for creating support manuals and continuously improving them.

4. Constantly monitor the team’s performance, ensure the team follows the support manuals, and guide them.

5. Provide insights from the student interactions with Tech, Business, and Product teams, thereby improving student's overall experience

6. Work closely with various internal Teams including - Tech, Business, and Product teams, to identify and execute process automation and process improvement opportunities

WHO ARE WE LOOKING FOR?

• A minimum of 6 months to 1-year experience in customer support or customer success, or a related customer-facing role, preferably in a tech startup environment.

• Excellent communication skills with the ability to empathize with customers and address their concerns tactfully.

• Strong problem-solving skills and the ability to think critically in fast-paced situations.

• Familiarity with CRM tools and customer support software.

• A passion for education and a genuine interest in enhancing the learning experience for students

• Ability to thrive in a collaborative team environment and work with cross-functional teams.

WHY NxtWave:

• Get a front-row seat to a high-growth, fast-paced startup

• Accelerated learning curve

• Impact millions of lives and develop role models in every nook and corner of the country

• High transparency in decision-making

• Market Competitive salary

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