About Us:

Supernova is an innovative AI tutoring startup dedicated to revolutionizing the way learners acquire new skills and knowledge. We leverage cutting-edge AI to provide personalized and impactful educational experiences. As a fast-growing company, we are committed to delivering exceptional support to our users and ensuring seamless interactions at every touchpoint.

Role Overview:

We’re seeking a Customer Success Executive who is both passionate and skilled. In this role, you'll deliver friendly spoken English instruction while leveraging our advanced AI technology to optimize student learning. Your focus will be on providing delivering valuable feedback/Reports, ensuring students maximize the benefits of our AI-driven tools to reach their educational goals. This is not just the regular customer support function, this involves an inclnation towards being a right mentor/teacher and you will be expected to provide the right support, mentorship and guidance to the customers. You will be expected to work in a fast paced environment with problem identifying and solutioning for the customers.

Key responsibilities:

1. Multilingual proficiency: Fluency in Telugu or Hindi and any other local language (preferably Tamil).

2. Demonstrate a strong inclination toward teaching

3. Provide feedback/reports to students through chat on their daily assignments, helping them understand their progress and areas for improvement

4. Make at least 100 calls a day to engage and support students

5. Engage with students via chats and calls to motivate and encourage them, ensuring they remain enthusiastic and committed to their learning goals

6. Report any issues or difficulties students encounter with the Supernova program to the product team

7. Resolve inbound queries and complaints via chat, ensuring a positive experience for all users

8. Reach out to inactive students to re-engage them with the program

9. Communicate with parents to update them on their child's progress and performance in the program

10. Proactively assess students' proficiency levels to ensure they are placed in the appropriate level for their skillset

11. Ensure on-time delivery of feedback and resolution of conflicts

12. Maintain high-quality scores in personalized feedback provided to students

13. Achieve high levels of customer satisfaction through effective support and communication

14. Maintain prompt response times for all incoming queries and requests

15. Effectively handle a high volume of student interactions and support cases.

16. Maintain a high percentage of student retention

Requirements:

1. Excellent proficiency in English with languages -Hindi/Telugu is mandatory; knowledge of other languages is advantageous

2. Looking for a head-start in their career, not just a 9-5 job

3. Willing to contribute and go the extra mile with high ownership of tasks

4. Open to learning, strives for consistency, and receives feedback well

5. Always puts the customer first and enjoys interacting with kids/parents

6. Experience in call-center operations or providing services to students is appreciated

Bonus (Not mandatory but good to have):

1. Experience in teaching

2. Experience working collaboratively with other educators, instructional designers, or product teams to design and deliver high-quality learning experiences and align teaching methods with program objectives

3. First-principled problem-solving experience and strong Root Cause Analysis (RCA) skills

4. Experience answering potential customers' questions and sending additional information through chat

5. Keeping up with product and service information and updates

6. Explaining and demonstrating the features of products and services