Toprankers - Manager - Customer Experience

About Toprankers:

Toprankers is Indias most preferred digital learning platform for careers beyond engineering and medicine. With a mission to unlock every learners true potential, we provide curated learning experiences across domains like Law, Management, Design, Judiciary, and more. Through our brands such as Judiciary Gold, Creative Edge, Supergrads, LegalEdge, and Toprankers School of Law, we empower students with personalized learning, best-in-class educators, and a tech-driven ecosystem.. We are trusted by over 3 million aspirants and are rapidly expanding to redefine the way India prepares for competitive exams and careers.

Role Overview

At Toprankers, we understand that every student interaction shapes their journey and overall perception of our platform. As an EdTech organization, our Student Support Executives are often the first point of contact and we strive to make each communication meaningful and impactful. In this role, you will work closely with the support team to streamline communication strategies, enhance operational efficiency, and foster a student-first service culture that contributes to both student satisfaction and organizational growth.

Key Responsibilities

- Oversee and support the day-to-day functioning of the student support team, ensuring students receive timely and accurate assistance.

- Create and implement communication strategies to improve student interactions and engagement.

- Mentor, guide, and be a strong pillar of support for the support executives, ensuring alignment with organizational goals.

- Build processes to enhance support quality, reduce resolution time, and improve consistency across channels.

- Collaborate with cross-functional teams (product, tech, academic, content) to relay feedback and enhance the student experience.

- Identify recurring queries or friction points and proactively work on long-term solutions.

- Contribute to team development through onboarding structures, periodic training, and knowledge-sharing sessions.

- Track support metrics and student feedback to inform growth and optimization plans.

Requirements

- 4+ years and Minimum 2 years of experience in handling a team of support executives or customer service representatives.

- Proven experience in customer experience, support operations, or similar roles preferably within the EdTech or service-based sector.

- Excellent written and verbal communication skills.

- Strong interpersonal abilities and a student-first approach.

- Proficiency with CRM tools, ticketing systems, and basic data analysis.

- Ability to think process-wise and contribute to strategy while staying hands-on with execution.