Student Academic Mentor

Job Description: Central Student Experience (CSE) Mentor
Location: Bangalore, Head Office

Role Overview:

The Central Student Experience Mentor is responsible for managing the student experience for a specific zone from the Bangalore Head Office. They support Primary Mentors at centers across India, ensuring smooth processes and positive outcomes through data-driven actions. While they don't interact directly with students regularly, they act as a Secondary Mentor to resolve student concerns and keep engagement consistent. If a Primary Mentor is on leave, the Central Mentor steps in to take over mentorship duties and ensure uninterrupted support.

Key Responsibilities:

1. Student Experience Management:
• Oversee and manage the student experience centrally for the assigned zone through regular collaboration with Primary Mentors.
• Monitor and enhance key metrics, including NPS, Mentor Ratings, and timely ticket resolution rates.
2. Secondary Mentorship:
• Serve as a Secondary Mentor to assigned students, ensuring seamless support and issue resolution.
• Take on the responsibilities of a Primary Mentor during periods of absence or long leaves to maintain continuity and prevent disruptions in the student experience.
3. Collaboration with Primary Mentors:
• Act as the central point of contact & buddies for Primary Mentors, providing guidance, process support, and ensuring alignment with organizational goals.
• Facilitate smooth communication and coordination between mentors, parents, and students when required.
4. Issue Resolution and Student Support:
• Ensure timely and effective resolution of student queries, escalations, and concerns by collaborating with cross-functional teams.
• Proactively track tickets and feedback to identify trends, address gaps, and ensure high service quality.
5. Emergency Coverage:
• Step in as the students primary point of contact during mentor absences to ensure there are no interruptions in their experience.

Key Metrics for Success:

• Net Promoter Score (NPS): Ensure consistent improvement in NPS for the assigned zone.
• Mentor Ratings: Maintain high mentor ratings by supporting student satisfaction initiatives.
• Ticket Resolution Time: Achieve timely resolution of student tickets within SLA timelines.
• Continuity Coverage: Seamlessly handle mentorship responsibilities during periods of absence by Primary Mentors.

Qualifications and Skills:

• Strong communication and coordination skills to manage multiple stakeholders centrally.
• Analytical mindset with the ability to use data to drive decisions and improvements.
• Prior experience in student mentorship, student engagement, or customer success roles is preferred.
• Proficiency in tools for data tracking and ticket management.
• Ability to work collaboratively in a fast-paced environment.