Customer Support Representative

About the Role

This is an entrepreneurial, "Beacon Role" to shape our growth in all dimensions at Skillinabox, focusing on Fashion Designing & Make-up Artistry. You will be joining the core team, working directly with the Founders and the Board, and will be responsible for leading GTM strategies, building a customer base, and working with campaigns. This is a transient role for someone with high energy and hunger to grow with us and propel their career in Edtech & Skill-tech. This is NOT a 9-6 role; we are looking for HUSTLERS who have a fire to grow and a positive intent.

Key Responsibilities

• Engage with learners through calls, virtual interactions, and office visits to understand their concerns, resolve issues promptly, and ensure a smooth learning experience.
• Take ownership of customer satisfaction metrics (CSAT, NPS, feedback scores) and implement action plans to consistently improve service quality.
• Build strong relationships with learners and actively collect feedback to share with product, operations, and marketing teams to enhance offerings and reduce churn.
• Monitor learner journeys from onboarding to completion, ensuring timely support, follow-ups, and high engagement levels.
• Train and mentor inbound support counsellors on communication skills, problem resolution, and learner-centric service standards.
• Collaborate closely with the Team Lead to manage team performance, optimize workflows, and improve response and resolution times.
• Play a key role in scaling customer experience operations as we expand across India by helping build remote CSAT teams and supporting the setup of new support hubs in multiple cities.

Requirements & Tech Stack

• Willing to get your hands dirty and push forward for growth.
• Has the power to present to an audience.
• Wants to grow at 100x with us.

Qualifications

• A highly motivated individual who enjoys building relationships with members and helps drive the adoption of our products and services.

Compensation & Benefits

• Current Compensation: ESOP's (Stock Options) + 3 - 3.6 LPA (Fixed).
• Next Appraisal within a short period (4-10 Months) as this is a core team position.
• Opportunity to own a part of the firm (ESOPS).
• Become a part of the core team and work directly with founders & the board.
• Start building a team around you.