Role: Customer Success Executive

Summary : Support the adoption, retention and growth of our customer base

About Camp K12 :

Camp K12 is a Global Online School for 21st century skills founded by an MIT/Harvard computer science alum (ex-Google, McKinsey) and the Ex-CEO of Apple India. We- re teaching Coding and STEM to kids of ages 5 - 18 via LIVE, interactive online sessions (1-on-1 and small-group) that take place in our gamified virtual classrooms and work 10x better than status quo.

We raised a seed round in March 2020, scaled revenue 120x as our team grew from 25 to 450 people. 200k+ students taught, looking to build a $1B+ global online school of the future, a one-stop shop for 21st parent/student needs including learning, credentialing, games/community and more.

The core team hails from Wharton, Bain, BCG, IIT, and Teach for India and includes industry veterans from large 2-sided market systems like Uber, Ola, Swiggy, and Amazon.

Learn more: https://campk12.com

Our origin story: https://yourstory.com/2016/12/camp-k12

Roles & Responsibilities :

- Connect with the customers through call/Email/social media platforms to provide the best possible resolution

- Understand the customer grievances and provide appropriate resolution

- Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other departments

- Take a customer focused approach to handle complaints and escalations

- Strong follow-up required on all the assigned cases

- Provide resolution within the pre-defined TAT

- Ensure all communications are carried out as per the customer care procedure

- Receiving critical feedback with poise and relaying the information to relevant teams for immediate action

- Identify structural improvement opportunities and coordinate with other senior executives and managers to drive these changes

- Flagging similar issues for the development /product teams to fix them on time

Attitude : self-starter, patient, minimal need for supervision, excellent communication and analytical skills, high sense of ownership

Experience: 1 year of overall experience in customer support/technical support domain catering to domestic and international clients

Work shift: 10 am- 7 pm or 11 am- 8 pm

Working days: 6 days a week with rotational week off

Location: Gurgaon / Bangalore, India. We- re working remotely till the situation does not improve

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