Onboarding & Support Specialist

Onboarding & Support Specialist Care Team Looking for a trailblazing Concierge Extraordinaire to join our team!! We are seeking an experienced, mid-senior level Onboarding & Support Specialist with a passion for student success, high-touch customer service, and a knack for lead conversion. If you have exceptional communication skills with a flair for understanding diverse client needs—especially from the USA, UK, and Canada—and are ready to make an impact, we’d love to hear from you! Responsibilities:

• Student Support: Respond to student questions and support queries via chat, email, and voice during both US and India hours.
• Lead Conversion: Engage with potential students and convert leads into customers through personalized interactions and service excellence. Ensure students are excited to join and remain in the program.
• Follow-up: Regularly check in with students to ensure their success, satisfaction, and continued engagement with the service.
• Collaboration with Engineering & Product Teams: Work with engineering and product teams to address support issues and suggest product improvements based on student feedback.
• Teacher Interface: Act as a liaison between students and teachers to ensure timely, personalized responses to student queries and concerns.
• Teacher Operations Coordination: Collaborate with teacher operations to ensure the timely delivery of student reports, personalized roadmaps, and other key educational materials.
• Real-time Support: Provide immediate, on-the-spot support to both students and teachers to resolve any issues that arise during live sessions or activities.

• International Client Experience: Minimum of 2 years’ experience working with international clients (especially from the USA, UK, and Canada), with an understanding of regional nuances, preferences, and communication styles.
• Concierge/High-Touch Customer Service: Minimum 2-5 years, Proven background in high-touch customer support, concierge services, or other client-facing roles that require personalized attention and problem-solving.
• Lead Conversion Experience: Demonstrated ability to successfully convert leads into customers, effectively nurturing prospective clients and guiding them through the decision-making process.
• Problem-Solving: A track record of managing complex client issues and solving problems effectively, even in high-pressure situations.
• Excellent Communication Skills: Strong verbal and written communication skills, including the ability to adapt your communication style to fit the cultural expectations of clients in the USA, UK, and Canada.
• Empathy & Listening Skills: A keen listener with a high degree of empathy, able to understand student frustrations and offer appropriate solutions.
• Organized & Detail-Oriented: Meticulous in tracking interactions, following up efficiently, and ensuring all client queries are fully resolved.
• Technologically Savvy: Comfortable with modern technology and support tools (e.g., Zendesk, Slack, Zoom), with the ability to troubleshoot and diagnose technical issues.
• Collaboration & Teamwork: Comfortable working collaboratively in a cross-functional environment, liaising with colleagues across departments to ensure student success.
• Adaptability & Training: Quick to adapt to new tools and workflows, eager to learn, and open to feedback for continuous improvement.
• Analytics & Tracking: Ability to track and report on key performance metrics such as support performance and lead conversion rates.
• Customer-Centric Approach: A commitment to going the extra mile for students, ensuring all their needs are met, and that issues are fully resolved before closing tickets.
• Career Growth Orientation: Eagerness for long-term professional growth and development within the company.

• Mid-Senior Level: We are specifically looking for individuals at the mid-senior level—please apply only if you are not a manager or team lead.
• Communication Style: You should be proficient in US, UK, and Canadian English slang, and have a comfortable, engaging, and approachable communication style suited for these regions.
• Student-Centric Focus: A deep understanding of student needs and a commitment to providing the best possible support and care.
• Professionalism: A strong sense of professionalism, a dedication to both personal and professional growth, and respect for colleagues and clients.
• Risk-Taking & Innovation: A willingness to take calculated risks, try new approaches, and continuously learn from mistakes.

• Competitive salary and benefits package.
• Opportunities for career advancement and professional growth.
• A supportive and dynamic team environment where innovation and creativity are encouraged.