Blockchain Startup: BD & Ops

Onboarding & Support Specialist

Care Team

Looking for a trailblazing Concierge Extraordinaire to join our team!!

We are seeking an experienced, mid-senior level Onboarding & Support Specialist with a passion for student success, high-touch customer service, and a knack for lead conversion. If you have exceptional communication skills with a flair for understanding diverse client needs—especially from the USA, UK, and Canada—and are ready to make an impact, we’d love to hear from you!

Responsibilities:

• Student Support: Respond to student questions and support queries via chat, email, and voice during both US and India hours.
• Lead Conversion: Engage with potential students and convert leads into customers through personalized interactions and service excellence. Ensure students are excited to join and remain in the program.
• Follow-up: Regularly check in with students to ensure their success, satisfaction, and continued engagement with the service.
• Collaboration with Engineering & Product Teams: Work with engineering and product teams to address support issues and suggest product improvements based on student feedback.
• Teacher Interface: Act as a liaison between students and teachers to ensure timely, personalized responses to student queries and concerns.
• Teacher Operations Coordination: Collaborate with teacher operations to ensure the timely delivery of student reports, personalized roadmaps, and other key educational materials.
• Real-time Support: Provide immediate, on-the-spot support to both students and teachers to resolve any issues that arise during live sessions or activities.

Qualifications:

• International Client Experience: Minimum of 2 years’ experience working with international clients (especially from the USA, UK, and Canada), with an understanding of regional nuances, preferences, and communication styles.
• Concierge/High-Touch Customer Service: Minimum 2-5 years, Proven background in high-touch customer support, concierge services, or other client-facing roles that require personalized attention and problem-solving.
• Lead Conversion Experience: Demonstrated ability to successfully convert leads into customers, effectively nurturing prospective clients and guiding them through the decision-making process.
• Problem-Solving: A track record of managing complex client issues and solving problems effectively, even in high-pressure situations.
• Excellent Communication Skills: Strong verbal and written communication skills, including the ability to adapt your communication style to fit the cultural expectations of clients in the USA, UK, and Canada.
• Empathy & Listening Skills: A keen listener with a high degree of empathy, able to understand student frustrations and offer appropriate solutions.
• Organized & Detail-Oriented: Meticulous in tracking interactions, following up efficiently, and ensuring all client queries are fully resolved.
• Technologically Savvy: Comfortable with modern technology and support tools (e.g., Zendesk, Slack, Zoom), with the ability to troubleshoot and diagnose technical issues.
• Collaboration & Teamwork: Comfortable working collaboratively in a cross-functional environment, liaising with colleagues across departments to ensure student success.
• Adaptability & Training: Quick to adapt to new tools and workflows, eager to learn, and open to feedback for continuous improvement.
• Analytics & Tracking: Ability to track and report on key performance metrics such as support performance and lead conversion rates.
• Customer-Centric Approach: A commitment to going the extra mile for students, ensuring all their needs are met, and that issues are fully resolved before closing tickets.
• Career Growth Orientation: Eagerness for long-term professional growth and development within the company.
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Additional Requirements:

• Mid-Senior Level: We are specifically looking for individuals at the mid-senior level—please apply only if you are not a manager or team lead.
• Communication Style: You should be proficient in US, UK, and Canadian English slang, and have a comfortable, engaging, and approachable communication style suited for these regions.
• Student-Centric Focus: A deep understanding of student needs and a commitment to providing the best possible support and care.
• Professionalism: A strong sense of professionalism, a dedication to both personal and professional growth, and respect for colleagues and clients.
• Risk-Taking & Innovation: A willingness to take calculated risks, try new approaches, and continuously learn from mistakes.

Benefits:

• Competitive salary and benefits package.
• Opportunities for career advancement and professional growth.
• A supportive and dynamic team environment where innovation and creativity are encouraged.

How to Apply: If you meet these qualifications and are excited about the opportunity to make a difference in students' lives, please submit your application today! We look forward to hearing from you.

• Familiarizing yourself with all products and services offered by our company.
• Procuring new clients through direct contact, word-of-mouth, and collaboration with the marketing department.
• Attending networking activities to research and connect with prospective clients.
• Maintaining meaningful relationships with existing clients to ensure that they are retained.
• Suggesting upgrades or added products and services that may be of interest to clients.
• Crafting business proposals and contracts to draw in more revenue from clients.
• Negotiating with clients to secure the most attractive prices.
• Equipping staff with the technical and social skills needed to enhance sales.
• Reviewing clients' feedback and implementing necessary changes.
• Remaining in tune with trends in consumption to ensure that our offerings remain relevant.

• Degree in marketing, business administration, or similar.
• Extensive sales experience.
• Intuitive and insightful, particularly regarding human behavior.
• Ability to generate revenue by identifying pain points and suggesting suitable products or services.
• Professional yet affable disposition.
• Neat, well-groomed appearance.
• Great networking skills.
• Excellent written and verbal communication.
• Resourceful, with outstanding research skills.
• Emboldened by challenges.

Writing blogs, articles and press releases by co-ordinating directly with the Technical/SEO team.

2) Writing / Proof-reading corporate website content for US and UK based clients.

3) Preparing documentation, user manual and technical documentation for several IT projects related to Magento,WordPress,WooCommerce,Shopify etc.

4) Preparing Content for Social Media Promotion.

What you need to have:

• Very strong analytical skills, good command over numbers and sharp eye for data driven insights
• Expertise in the areas of SEM
• Knowledge in tools such as Google Analytics, Google Ads and Facebook/Instagram Ads
• Ability to think strategically and structurally while solving growth problems
• A Problem-Solving mindset and willingness to challenge the established norms    

• Hands-on experience with various Microsoft technologies like .Net, ASP.Net, WCF, Web API, MVC SharePoint and/or Azure.
• Effective project and work-stream management.
• Strong understanding of Agile methodology and processes.
• Managing, mentoring and developing individuals into strong leads.
• Managing project effectively by defining milestones and schedules.
• Critically evaluating information gathered from multiple sources and reconciling conflicts.
• Interacting effectively with both technical and non-technical members on the team.
• Managing risks related to people, technology and processes.
• Ensuring adherence to standards and best practices.

Desired Profile:

• Minimum 10+ years of experience of shipping high quality software.
• Minimum 2 years’ experience of people management with proven track record of building and growing strong teams.
• Strong technical skills with computer science background or equivalent experience.
• Quick learner, ability to multi-task and work under pressure, and work with geographically distributed teams.
• Ability to influence management through presentations, written and verbal communication.
• Great leadership skills to work effectively with.
• Preferred candidates with valid US B1 visa and available to travel onsite at a very short notice.