Company Description

Vedantu is a leading LIVE online learning platform that connects students with India's best teachers for an interactive and engaging educational experience. It offers personalized learning through live classes, instant doubt-solving, quizzes, and activities. With its innovative approach, Vedantu ensures students achieve academic success while enjoying the process. Known for producing outstanding results, Vedantu is revolutionizing education by making learning accessible and fun. Visit bit.ly/Vedantu to learn more about its transformative programs.

Role Description

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 student’s 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

● Proficiency in Marathi and English communication, with strong interpersonal skills to connect with students and address their needs.

● 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.