Customer Support Executive

Job Title: Customer Support Executive

Department: Customer Support

Reporting To: Customer Support- Team Lead

Timings: 8:30 am to 5:30 pm, 6 days working

Work Mode: Remote (Candidates from Vrindavan/Mathura preferred)

About Cyboard School

Cyboard School is a next-generation online school dedicated to providing high-quality, interactive, and flexible education for students from Nursery to Grade X . We combine the best of technology and pedagogy to create an engaging learning environment accessible to all.

As part of our growing team, we are looking for a Customer Support Executive who will be the voice of Cyboard School — ensuring that parents, students, and stakeholders receive prompt, professional, and effective support

Key Responsibilities:Parent Communication & Support

• Act as the first point of contact for parents via calls, emails, WhatsApp, and support portals.
• Address and resolve parent queries related to academics, schedules, fees, platform access, and general concerns.
  
  

Renewals & Retention

• Proactively connect with existing parents regarding upcoming renewals.
• Clearly explain renewal plans, timelines, fee structures, and benefits.
• Work towards meeting or exceeding renewal conversion benchmarks through proactive follow-ups, effective communication, and timely closure.
• Follow up consistently to ensure timely renewals and minimize dropouts.
• Maintain accurate renewal tracking and update records in CRM or internal systems.
  
  

Coordination & Follow-ups

• Coordinate with academic teams, class teachers, and operations for smooth resolution of parent concerns.
• Share parent feedback with internal stakeholders to support service improvement.
• Ensure all commitments made to parents are tracked and closed within defined timelines.
  
  

Documentation & Reporting

• Maintain detailed records of parent interactions, complaints, and resolutions.
• Prepare daily/weekly reports on support tickets, parent concerns, and renewal status.
• Ensure compliance with internal processes and communication guidelines.
  
  

Required Skills & Competencies

• Excellent verbal and written communication skills in English (additional languages are a plus).
• Strong interpersonal and relationship-building skills.
• Ability to handle parent concerns with empathy and professionalism.
• Good follow-up, negotiation, and persuasion skills for renewals.
• Basic knowledge of CRM tools, Google Workspace, and online communication platforms.
• Ability to work under pressure and manage multiple tasks efficiently.
  
  

Qualifications & Experience

• Graduate in any discipline (Education or Customer Support background preferred).
• Minimum 1 years of experience in customer support, parent coordination, or education-related services.
• Experience in handling renewals, retention, or sales support will be an added advantage.
  
  

Skills: business process outsourcing (bpo),customer,solving query,quick resolution,renewals,customer support,crm,communication,grievances