Customer Support Associate

About the Company

At Interview Kickstart (IK), we help software engineers and tech professionals land jobs at the world's leading technology companies through industry-led training, mentorship, and career coaching. Our Student Success team plays a critical role in ensuring every learner has an exceptional experience throughout their learning journey.

About the Role

We're looking for a Associate, Customer Success who is passionate about customer success, learner engagement, and driving program completion while delivering an outstanding support experience.

Responsibilities

• Conduct onboarding calls with learners before their batch begins and ensure a smooth program start.
• Act as the primary post-sales point of contact throughout the learner journey.
• Track learner progress across multiple cohorts and proactively drive program completion.
• Build strong relationships with learners through regular check-ins and retention calls.
• Address learner concerns related to the program, platform, scheduling, and overall experience.
• Follow up with learners for feedback, testimonials, and reviews to improve customer satisfaction.
• Minimize dropouts and deferrals by proactively identifying challenges and providing timely guidance.
• Coordinate with internal teams including operations, mentors, career coaches, and support teams to resolve learner issues.
• Maintain accurate learner records, trackers, CRM updates, and reports using Google Sheets/Excel.
• Ensure a high-quality learner experience through calls, emails, chats, and other communication channels.
• Serve as the single point of contact (SPOC) for assigned learners throughout the program lifecycle.

Qualifications

• 2+ years of experience in Customer Success, Student Success, Customer Support, Customer Service, or other customer-facing roles.
• Bachelor's degree in any discipline.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-first approach with empathy and problem-solving skills.
• Experience handling post-sales customer interactions and relationship management.
• Comfortable managing multiple learner interactions and support tickets simultaneously.
• Proficiency in Google Sheets, Microsoft Excel, and CRM tools.
• Strong organizational skills with the ability to manage multiple cohorts and priorities.

Preferred Skills

• Learner engagement and retention strategies.
• Stakeholder management.
• Conflict resolution and escalation handling.
• Data tracking and reporting.
• Process-oriented with strong attention to detail.

Pay range and compensation package

Shift: General US Shift

Location: India

Interview Process

• Round 1: Hiring Manager Interview
• Round 2: Assignment
• Round 3: Leadership Interview
• Round 4: Final Leadership Interview

Why Join Interview Kickstart?

• Work with one of the fastest-growing EdTech companies focused on technology careers.
• Make a direct impact on learner success and career transformation.
• Collaborate with high-performing cross-functional teams.
• Opportunity to build a rewarding career in Customer Success within a global organization.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.