Associate User Success (Gujarati)

Uttar Pradesh - India

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title

User Success Associate (EdTech)

Job Summary

We are looking for a User Success Executive to join our team. This role focuses on ensuring

users are able to successfully adopt use and benefit from the platform. The work goes

beyond issue resolution and into proactive guidance problem prevention product feedback

and program execution support.

The ideal candidate is comfortable troubleshooting when needed but more importantly can

think from the users perspective identify friction points early and work closely with product

engineering and program teams to improve overall user outcomes.

Key Responsibilities

1. User Enablement & Success

Act as the primary point of contact for users via chat email and calls.

Proactively guide users to understand features workflows and best practices.

Help users achieve intended outcomes not just fix immediate issues.

Ensure users feel confident and supported while using the platform.

2. Issue Resolution & Prevention

Identify root causes behind user problems not just surface symptoms.

Resolve app web and device-related issues with clear step-by-step guidance.

Spot patterns in user queries and work to reduce repeat issues.

Share insights with internal teams to prevent future user friction.

3. Escalation & Cross-Team Coordination

Identify high-impact or recurring user blockers and escalate them early.

Work closely with product and engineering teams to drive timely resolutions.

Track escalated issues end-to-end and keep users informed of progress.

4. Product Feedback & Quality Support

Test new features updates and fixes from a user-impact perspective.

Report bugs with clear reproduction steps screenshots or logs.

Validate fixes and confirm they solve the original user problem.

Act as the voice of the user in product discussions.

5. Program & Field Enablement

Support on-ground and remote program activities such as school deployments and

onboarding.

Work with program managers to ensure smooth rollout and adoption.

Help teachers students and coordinators understand how to use the platform

effectively.

Identify adoption gaps and suggest improvements.

6. Knowledge Building & Continuous Improvement

Document common user challenges solutions and best practices.

Contribute to and improve internal knowledge base and FAQs.

Share learnings from user interactions to improve training and processes.

Support onboarding and mentoring of new team members.

Required Skills

He/She must speak Gujarati & Hindi/English

Basic understanding of web and mobile applications

Strong analytical and problem-solving mindset

Clear and empathetic communication (Hindi and English preferred)

Ability to explain technical concepts in simple language

Good prioritization and multitasking skills

Comfort working with ticketing or CRM tools (Zoho Freshdesk etc.)

Basic understanding of QA and bug reporting is a plus

Preferred Background

02 years of experience in user success technical support or IT support roles

Experience in EdTech or SaaS environments is a plus

Diploma BCA BSc IT or similar technical background preferred

What Success Looks Like in This Role

Users are able to use the platform confidently with minimal handholding

Reduction in repeated issues and avoidable escalations

Faster adoption of new features by users

High user satisfaction and trust in the platform

Clear actionable feedback that improves the product

Smooth collaboration with product engineering and program teams

Required Experience:

Job TitleUser Success Associate (EdTech)Job SummaryWe are looking for a User Success Executive to join our team. This role focuses on ensuringusers are able to successfully adopt use and benefit from the platform. The work goesbeyond issue resolution and into proactive guidance problem prevention pr...