Position: Associate - Student Support About Emeritus/Eruditus:Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 80 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 300,000 individuals across 80+ countries.Founded in 2015, Emeritus, part of Eruditus Group, has more than 1,800 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. The company is backed by prominent investors including Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.Position Overview: The Associate – Student Support Services will serve as the first point of contact for learners, addressing their queries across email, chat, and phone. The role focuses on delivering timely resolutions, ensuring high communication quality, and supporting students throughout their learning journey while maintaining internal service standards. Duties & Responsibilities:Student Query Handling & Case ManagementAct as the first point of contact for all learner queries via email, chat, and calls.Educate learners about course requirements, policies, and processes.Analyse student concerns and resolve issues within defined SLAs.Coordinate with internal teams (Sales, academic, tech, operations) for escalations and resolution of complex cases.Track, update, and close all learner tickets in SFDC or designated CRM tools.Ensure complete, accurate, and clear documentation for every student interaction.Assist learners with admission-related documentation, onboarding steps, and program navigation.Willing to work on Saturdays and Sundays, with weekly offs scheduled on weekdays, while adhering to a five-day workweek.Communication Quality & Knowledge ManagementMaintain consistent communication quality aligned with company tone and guidelines.Draft clear, professional, and empathetic responses for student issues.Conduct regular checks to ensure adherence to quality standards in responses.Stay updated with program content, policy changes, processes, and FAQs.Issue Analysis & Improvement RecommendationsIdentify recurring student issues and flag them for workflow or documentation improvements.Work closely with cross-functional teams to enhance student experience.Provide insights from student interactions to improve processes and reduce ticket volume.Support Operations & Escalation ManagementCoordinate with students on escalated or sensitive cases to ensure smooth resolution.Assist in managing walk-ins or student support needs at the Mumbai location if required.Maintain TAT adherence for all queries and ensure service-level expectations are met.ExperienceAssociate: Minimum 2-3 years of experience in customer support, EdTech support, student services, or similar roles.Senior Associate: Minimum 4-5 years of experience in student-facing or service-oriented roles.Skills & AbilitiesStrong written and verbal communication skills.Detail-oriented with strong problem-solving and analytical skills.Active listening and empathetic communication.Conflict management and ability to handle difficult student interactions.Time management and ability to work in rotational shifts, including weekends.Knowledge of computers, MS Office, and CRM tools (Salesforce preferred).Ability to collaborate with cross-functional teams.Tech-savvy and comfortable navigating online learning systems.Key SkillsInterpersonal communicationConflict managementAnalytical thinkingTech-savvy & CRM-friendlyEmpathy-driven student handlingProcess orientation Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. In Pressharvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times ()
Job Title
Associate - Student Support