Customer Experience

Customer Success Associate

Bengaluru, Karnataka   |   Full Time

About us

We are building this and this and this
In short, we are building the platform to drive global careers for millennials from emerging economies We work at the exciting intersection of the 2 hottest trends around - edtech & fintech! And we love that we succeed as a business while powering the dreams of talented students!

Founder Profile

Arnav Kumar is a graduate of IIT Kharagpur. Leap is his second company and he has raised more than $30M in capital for his startups. In his last role, he was a VC investor with SAIF Partners (Now Elevation Capital), which is an early investor in paytm, meesho, urban company, unacademy and many other unicorns. He thinks and tweets about Product, Business Models and Company Building, here

Vaibhav Singh is a graduate of IIT Kharagpur. He spent his first 6 years at DeutscheBank, across Singapore & Sydney to manage a $3Bn flow book. He has built 2 fintech startups before, as a founding member of CapitalFloat and Incred, both pioneering businesses valued >$500Mn The Leap team has a fine balance of industry experience (edtech, fintech, study abroad) and technical skills (engineering, product, design)

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We are seeking customer success associates that can help us continue providing exceptional customer support. We’re growing very rapidly, and we wish to bring you to our team to help us provide our customers with the best support -they deserve the best, and that’s what we strive for.


Job Profile:


Your job responsibilities include, but are not limited to:

● To communicate with users via chat, email, and phone within the expected turn-around time (the communication will primarily be in English).

● To acknowledge and resolve all customer queries, complaints, and issues.

● To communicate users’ problems with other departments and ensure that the problem is solved.

● To maintain a positive, empathetic, and professional attitude toward customers at all times.

● To know our products thoroughly, and keep yourself updated with all the changes that take place in them.

● To note any feedback provided by the user, and to pass it to the relevant team.

● To ensure high customer satisfaction

● To sit with the relevant departments to understand all Leap processes.

● To ensure that you are meeting all our SLAs (responding in time, maintaining a high customer satisfaction rate, etc). 



Job Requirements:

● At least Bachelor’s Degree in any field – Undergrads with impeccable skills are welcome.

● Work experience in a customer support role is preferred. Must have worked on any available CRM tool in past. Experience on platforms like YellowMessanger, Verloop, Freshworks CRM, Zoho Sales, Quick Metrix ORM & Exotel will be cherry on the cake. 

● Excellent communication skills (verbal and written) - You should be proficient in English. Being proficient in more than one language is an advantage.

● Good listening skills and a high level of empathy - you should be willing to listen to the customers, understand their problems, and have the right attitude to help them.

● Good problem-solving skills - you should have the ability to quickly understand the problem, coordinate with the right people, and resolve the problem.

● Honesty and Commitment - acknowledge when you do not know something, learn about the product, about the processes, follow up whenever required, etc.

● Ability to multi-task, learn from peers, and also take initiative.

Life @ Leap

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Mutual Respect

We love people who are ‘relentlessly resourceful’. Find your way out. Focus on the possibilities instead of the problems.

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Bias for action

We take calculated risks backed by data and information available and encourage fail fast to find the best solutions as soon as possible

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Learn & get better

Continuous learning and improvement is the key. We don’t stop learning. We treat feedback as a gift and as an opportunity to get better.

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Growth mindset

We operate with a growth mindset and not a mindset of fear or judgement. You are in control of your own ability to learn and improve. We love Resilience.

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