Customer Success & Support
/Founding leadership
VP, Customer Success
Customer Success Leadership
Compensation
INR 45 LPA - 80 LPA + equity.
Engagement
Full-Time
Permanent role. Full-time commitment. Primarily on-site, with limited remote flexibility.
Scope of role
Build the function from zero. Set the strategy. Own the outcome.
01 — The role
Why this role exists at EduRankAI
Own customer support across every EduRankAI product surface. AquinTutor learners, applicants, HEI subscribers, Karate.support users, the new consumer + marketplace surfaces. The team that determines whether users feel like they matter. This is the role for someone who treats customer support as a serious craft, not a cost centre. You will set the standard, hire the team, build the tooling, and defend response-time + resolution-quality budgets against the easy temptation to dilute them.
02 — The work
What you will own
- 01 Own customer support across every EduRankAI product.
- 02 Hire Director-level leadership across L1, L2, L3 support and customer success.
- 03 Set response-time + resolution-quality SLOs and defend them.
- 04 Own the support tooling roadmap with engineering.
- 05 Run quarterly customer-voice reviews into product.
- 06 Build the multi-lingual support coverage we need to serve India seriously.
03 — The expertise
What we look for
04 — The bar
Who thrives here
- → You have led a customer support org of at least 50 across multiple languages.
- → You have shipped a support-quality improvement you can quantify.
- → You have an opinion on the difference between support and customer success.
- → You read tickets weekly.
05 — Hiring process
What to expect after you apply
- 01
Application review
Every application is read personally within five business days. We respond either way.
- 02
Take-home or live exercise
Role-specific. Time-boxed. Real problems we are actually working on, not invented puzzles.
- 03
Conversations
Deep technical and values conversations with the team you would join. No trick questions. No panel ambushes.
- 04
Offer or honest no
If yes: digital offer letter, signed in-portal, transparent terms. If no: written feedback if you want it.
Before you start
What we will collect. What it costs. What we will not do with it.
We will collect
- Name, email, phone — Account + application updates. No marketing.
- Resume / portfolio link — Human review of your work.
- Date + place of birth — Identity verification only.
- Your written responses — Selection rubric. Read by humans.
- Government ID (later) — Anti-fraud at offer / interview stage. Not at signup.
We will never
- Sell your data
- Share with third-party recruiters
- Use for advertising
- Train models on it
- Send marketing email
Our situation
EduRankAI is a small, independent organization building long-term capabilities in educational intelligence, advanced AI systems, and research infrastructure. We take no advertiser money, no donations with strings attached, and no investor pressure on hiring decisions. Applying is free, and every application is read by a human — recruitment, technical, academic and leadership teams. It buys us the right to be honest.
Ready to apply?
We read every application personally. If you are the right person for this role — regardless of pedigree, background, or where you are based — you will hear back from us within five business days.
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