Job description for the role of Customer Relations Specialist
About Scaler
Backed by Sequoia Capital India, Lightrock and Tiger Global, Scaler is one of Asia’s leading online tech-education firms valued at over $710 million that aims to solve the tech talent gap worldwide through its market-leading products.
The founders of Scaler, Anshuman Singh and Abhimanyu Saxena are IIIT Hyderabad alums with leadership experience across Facebook (working directly with Mark Zuckerburg and setting up the London Office) and NYC-based retail marketplace unicorn Fab.com. Anshuman Singh has also represented Team India twice at the prestigious ACM ICPC World Finals. The broader team is handpicked from leading firms such as Facebook, Google, Twitter, Mc Kinsey, BCG, Sequoia Capital, Bain Capital and Hotstar
Roles and responsibilities:
● Contribute and manage key projects, including NPS, refunds, escalations, and inactive learner engagement● Proactively reach out to learners to enhance their overall experience, aiming to improve retention, engagement, and Net Promoter Score (NPS).● Respond swiftly to resolve learner concerns, ensuring a high standard of service.● Collaborate cross-functionally to drive continuous improvements in processes and learner satisfaction.
● Analyze customer feedback to identify common issues, trends, and areas for improvement.● Leverage data analytics tools and techniques to interpret customer feedback and NPS data for informed decision-making● Exhibit very high thresholds of emotional intelligence and empathy of the learner's current situation.
● Display a very high counseling approach to tactfully map product benefits with learners' challenges and work a win-win situation for both Scaler and the learner.
● Deliver results against tight deadlines, sometimes.
Must-have mindsets and skillsets:

• Voice support or other customer counseling experience of minimum 2 years.
• Highly outcome and result driven to ensure end customer success.
• Tolerance for ambiguity: which translates to a ‘get-it-done rather than wait-for-perfection’ approach
• Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions
• Bias to own, hustle and deliver: which translates to proactively taking the lead with new initiatives, by default
• Obsession with process excellence: which translates to being independent and detailed with all inputs and outputs
• Caring and inspirational teammate: which translates to bringing the best out of every colleague, always :)

Why Scaler
● Empowering role: This role is very similar to running your startup in the space. High ownership environment.
● Distinctive team: Our team is an inspiration powerhouse built with the best of Facebook, Google, Twitter, Mc Kinsey, BCG, Sequoia Capital, Bain Capital and Hotstar to name a few
● Unicorn trajectory: Unlike 99% of startups, we believe in sustainable growth. No wonder, we are profitable and on course to be a unicorn in the next 24-36 months ● Marquee investors: Our investors are marquee firms such as Sequoia Capital (Investors in Google, Apple, and Cisco) and Tiger Global (a major investor in Flipkart). We are also backed by the Singapore govt along with other strategic angel investors ● Culture of a caring meritocracy with great perks: A caring meritocracy built by inspirational leaders; free food, health insurance and an ultra-chic office space
● Market leading compensation: If we like you, we will make sure you like our offer :)
Job Types: Full-time, Permanent
Benefits:

• Cell phone reimbursement
• Flexible schedule
• Food provided
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Fixed shift
• Monday to Friday
• Morning shift

Supplemental Pay:

• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• total work: 2 years (Preferred)
• Counselling: 1 year (Preferred)

Work Location: In person