About Hero Vired:Would you like to be part of an exciting, innovative, and high-growth startup from one of the largest and most well-respected business houses in the country - the Hero Group?Hero Viredis a premium learning experience offering industry-relevant programs and world-class partnerships, to create the change-makers of tomorrow.AtHero Vired,we believe everyone is made of big things. With the experience, knowledge, and expertise of the Hero Group, Hero Vired is on a mission to change the way we learn. Hero Vired aims to give learners the knowledge, skills, and expertise through deeply engaged and holistic experiences, closely mapped with industry to empower them to transform their aspirations into reality. The focus will be on disrupting and reimagining university education & skilling for working professionals by offering high-impact online certification and degree programs.The illustrious and renowned US$5 billion diversified Hero Group is a conglomerate of Indian companies with primary interests and operations in automotive manufacturing, financing, renewable energy, electronics manufacturing, and education. The Hero Group (BML Munjal family) companies include Hero MotoCorp, Hero FinCorp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and the BML Munjal University.For detailed information, visitHero ViredRole: Learner Relationship Manager Job Type:Full Time Work Type: Work From Office Location:New Delhi (Sultanpur)/Gurugram Experience:2 to 3 years Department: Operations/DeliveryRole Overview: We are looking to onboard Learner Relationship Managers with a strong customer-first mindset and high ownership. This role is responsible for ensuring clarity, timely issue resolution, and a consistent learner experience across all stages of the learning journey. The Learner Relationship Manager serves as the primary interface between learners and the organization and plays a critical role in driving satisfaction, engagement, and retention.Key Responsibilities: Act as the first point of contact for learners across Email, Ticketing Systems, WhatsApp, one-on-one conversations, and phone support Own learner queries end-to-end, including troubleshooting, internal coordination, and closure communication Manage learner grievances and service-related issues in a structured and solution-oriented manner Proactively prevent escalations through early intervention, structured follow-ups, and clear communication Escalate issues to relevant internal stakeholders with clear context, documentation, and expected resolution outcomes Track and follow up on escalations to ensure timely and effective closure Maintain accurate records of learner interactions, actions taken, and resolutions Build trust-based relationships with learners through consistency, reliability, and empathy Collaborate closely with academic, Learning experience, careers and technology teams to improve learner experience outcomesWhat We Look For 2 to 3 years of experience in a learner-facing or customer experience role within the education or EdTech ecosystem Working knowledge of Excel and basic SQL, or a strong aptitude and willingness to learn these tools in the live sessions Strong learner-first mindset with a clear focus on service quality and experience excellence Excellent verbal and written communication skills with high standards of clarity and professionalism Strong consultative mindset with the ability to guide and support learners through challenges High ownership of learner experience and strong bias for resolution Ability to manage difficult conversations with maturity and composure Strong coordination and stakeholder management skills Comfortable using tools such as CRMs, Zoom and ChatGPT to improve productivity and operational efficiencyWhat We Offer Competitive Compensation : An attractive salary package with performance-based incentives. Strategic Impact:A high-impact role with the opportunity to shape the company’s revenue strategy and directly influence business outcomes. Growth Opportunities:A clear path for professional growth and development in a fast-growing EdTech company. Learning & Development:Access to continuous learning and development opportunities to enhance your skills. Collaborative Culture:A dynamic and collaborative work environment with a team of passionate and driven individuals.Why Join Hero Vired? At Hero Vired, you will be part of a mission-driven organization that is transforming the education landscape. You will have the opportunity to work in a fast-paced and innovative environment where your contributions will make a real impact. If you are a data-driven and strategic thinker with a passion for driving revenue growth, we would love to have you on our team.
Job Title
Learner Relationship Manager