About the role
You'll be the bridge between SetuAI and our users — students, parents, and institution admins. Your goal is simple: ensure every user achieves their learning objectives and stays with us long-term.
You'll handle onboarding, support escalations, renewal conversations, and everything in between. This is a high-ownership role with direct customer relationships and measurable impact on retention.
What you'll do
- Own the onboarding experience for new students, parents, and institutions
- Proactively monitor usage data and reach out to at-risk accounts before they churn
- Handle support escalations with empathy and urgency, coordinating with engineering when needed
- Conduct regular check-ins with institution partners and coaching centres
- Gather and synthesise customer feedback to inform the product roadmap
- Build playbooks, help documentation, and self-serve resources for common issues
What you bring
- 2+ years of customer success or account management experience
- Strong written and verbal communication in English and Hindi
- Comfortable with CRM tools and support software
- Empathetic listener who can translate customer frustration into actionable feedback
- Organised, detail-oriented, comfortable managing multiple relationships simultaneously
Nice to have
Not required — but these will make you stand out.
- Experience in EdTech or a product used by students or parents
- Background in education — teaching, tutoring, or academic counselling
- Familiarity with Intercom, Freshdesk, or similar support platforms
What we offer
- ★Competitive salary
- ★Front-row seat to how a SaaS startup scales customer operations
- ★₹30,000/yr learning stipend
- ★Health insurance
- ★Hybrid setup in Pune
Our hiring process
Fast, transparent, and respectful of your time.
01
2 days
Application Review
02
30 min
Initial Assesment Call
03
2–3 days
Skills Assessment
04
1 hour
Final Interview