Customer Service Role (US Shift)

What is BrightChamps?

A global live-learning edtech platform for kids from 6 to 16 years to learn next-gen life skills such as Coding, Financial Literacy, Communication Skills and Robotics. BrightCHAMPS is currently valued at $650 million with a $63 million investment, and services 30+ countries (India, Indonesia, US, UAE, Vietnam, and many other countries across SEA and MENA) in 12+ languages across its 4 verticals.

- Almost 3 years from commencement and we already have made 3 acquisitions. WOOHOO! Education10x, which was our first acquisition, has already scaled more than 10x, in just 6 months, with their expert delivery in courses on financial literacy.

- Schola, our second prized acquisition, is all set to create an impact across the SEA group. With the most recent acquisition of Metamorphosis Edu, BrightChamps has entered the B2B arena. Metamorphosis Edu partners with schools across India to train students in skills linked to entrepreneurship. The startup also helps its clients come to grips with the National Education Policy (NEP).

- While Metamorphosis Edu has so far focused on setting up entrepreneurship cells in schools to teach its courses, as the B2B arm of BrightChamps, it plans to introduce more skill-based learning courses.

What is this role about?

As a Care Executive at BrightChamps, you will play a vital role in ensuring the success and satisfaction of our key stakeholders: Tutors, Students, and Parents. This position requires you to build strong customer relationships, deliver excellent customer service, and act as a trusted advisor to help them maximize the value from our services. You will also support onboarding, provide proactive customer engagement, and identify opportunities for upselling and cross-selling additional products or services. A strong background in customer service and experience with ticketing platforms like Freshdesk, Zoho, Salesforce, and Leadsquared is essential.

Key Responsibilities :

- Customer Relationship Management : Build and maintain positive relationships with Tutors, Students, and Parents. Serve as the primary point of contact, understanding their needs and objectives, and offering tailored solutions.

- Onboarding and Implementation : Assist customers during the onboarding process, ensuring a smooth setup and implementation of BrightChamps' products or services.

- Proactive Customer Engagement : Anticipate customer needs, address queries, and provide guidance. Offer proactive engagement to ensure customers derive maximum value from our offerings.

- Ticketing & Customer Service : Provide first-time responses and manage customer issues via ticketing platforms such as Freshdesk, Zoho, Salesforce, and Leadsquared.

- Customer Feedback & Advocacy : Gather feedback from Tutors, Students, and Parents to improve our products and services. Use positive feedback to drive customer advocacy and referrals.

Pre-requisites :

- 2+ years of experience in a fast-paced environment (e.g., a startup or rapidly expanding business unit)

- Experience in the education industry, preferably with exposure to multiple geographies

- Experience with ticketing platforms like Freshdesk, Zoho, Salesforce, Leadsquared

- Strong understanding of customer service principles in a people-driven, service-oriented business

What's in Store for You?

- Be part of a rapidly scaling startup environment

- A meritocratic culture where rewards are directly proportional to your achievements

- Work with a talented, growth-oriented team committed to building the best EdTech company globally

Location : Bengaluru (HSR Layout, 2nd Sector)

Shift : US Shift (Night Shift)