Job Description

Learner Support Associate (Query Desk) – Learning Experience

Experience - 1-2 YOE

Role Summary

We're hiring a learner support associate to own first-level learner support across WhatsApp (primary), calls, email, and internal dashboards/LMS, ensuring timely, accurate query resolution and a strong learner experience.

Key Responsibilities

  • Handle learner queries across WhatsApp (primary), inbound/outbound calls, email, and internal dashboards/LMS
  • Ensure timely responses and closures as per defined support SLAs
  • Resolve learner concerns end-to-end related to program operations, access/support issues, session logistics, deadlines, mentor/career support, and payments.
  • Escalate complex issues to program managers/mentors/finance/tech with full context and follow through until closure
  • Maintain and improve FAQs, canned replies/templates, and support SOPs to reduce repetitive ...

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