Role Overview
We are seeking a passionate Customer Success Representative to serve as the primary liaison between DeepGrade and our educational partners. You will be the voice of our platform, helping schools and teachers maximize the potential of AI-powered assessment while ensuring an exceptional customer experience.
Key Responsibilities
- Respond promptly to inquiries from schools, teachers, and administrators via phone, email, chat, and video calls.
- Provide guidance on DeepGrade’s features, including automated grading, analytics dashboards, and performance insights.
- Troubleshoot technical issues and coordinate with the development team for complex problems.
- Build and maintain strong relationships with school administrators, teachers, and IT coordinators.
- Understand the needs of various educational boards (CBSE, ICSE, IGCSE, State Board, Matriculation) and provide tailored solutions.
- Explain complex AI concepts in simple, educator-friendly language and guide users through advanced features like Bloom’s taxonomy analysis and learning gap identification.
- Monitor customer satisfaction and resolution times, collect feedback, and collaborate with the product team for improvements.
Skills & Qualifications
- Bachelor’s degree in Education, Communications, Technology, or related field.
- Strong understanding of the Indian educational system, assessment practices, and digital learning platforms.
- Excellent verbal and written communication in English and Hindi; able to explain technical concepts to non-technical users.
- Strong presentation, training, active listening, and problem-solving skills with a patient, empathetic approach.
- 2–4 years of customer support experience, preferably in EdTech or SaaS, with experience working with educational institutions or teachers.
- Proven track record in achieving customer satisfaction targets; experience conducting training sessions or workshops is a plus.
How to Apply
Submit your resume along with a cover letter explaining your passion for education technology and experience in customer-facing roles to hr@smartail.ai with the subject line Customer Success Representative – Your Name