Customer Service Representative

Key Responsibility Areas (KRAs) for Relationship Manager (Customer Success Roles) at

Mentor Match

1. Ensure Regular Session Consumption

• Monitor session utilization for each student and address delays or low consumption trends.
• Proactively engage with students and parents to discuss progress and encourage timely session completion.

2. Drive Student Academic Progress

• Collaborate with tutors to track student performance and provide actionable feedback to parents.
• Recommend additional support or resources to enhance academic outcomes.

3. Maximize Student Retention

• Conduct regular check-ins with both students and tutors to resolve issues promptly.
• Implement feedback loops to improve satisfaction and minimize churn.

4. Increase Referrals

• Leverage positive relationships to encourage referrals from satisfied parents and students.
• Partner with the marketing team to streamline referral incentives and communication.

5. Provide On-Time and Effective Customer Support

• Respond to customer queries within SLA timeframes (email, phone, or chat).
• Solve escalations efficiently, ensuring customer satisfaction and trust.

6. Build Relationships to Improve LTV

• Conduct bi-monthly touchpoints with customers to discuss student progress and potential upsell opportunities.
• Act as a trusted advisor for customers to create long-term value.