Senior Associate, Customer Support & Success (US)

Job description

**Team** : Customer Support & Success — US Operations **Location:** Gurugram HQ — Work From Office (non-negotiable).Candidates residing within commutable distance of the Gurugram office will be strongly preferred. **Shift:** 9:00 PM – 6:00 AM IST, six days a week (US Eastern + Central window) **Experience:** 2–4 years in international voice/chat customer support (US/UK process preferred) **Employment type:** Full-time **About the role** Cuemath is the world's leading online math tutoring platform. Our US business serves thousands of families whose children learn math 1:1 with our tutors. The US support team is the single point of contact for these parents on everything that happens \\*outside\\* the classroom — tutor changes, schedule disruptions, refunds, pauses, escalations, and the moments where a parent decides whether to stay with Cuemath or leave. This is not a "reply to tickets and go home" role. You will own a book of cases end-to-end, make judgment calls on situations the SOP doesn't cover, and be measured on whether the parent's problem actually got solved — not just whether a ticket was closed .We are hiring because the US team is growing and because we are deliberately raising the bar on who handles US parent conversations. We are not looking for someone to fill a seat. **What you will own** 1. Parent escalations ->> First responder for US parents on email and our in-house support tool. Tone, accuracy, and resolution speed all matter. 2. Policy & transfers requests ->> Apply policy where it fits; escalate with a clear recommendation where it doesn't. These are the highest-stakes ticket categories for US business. 3. Tutor coordination- Work with US-side tutors on no-shows, reschedules, parent-tutor mismatches, and quality complaints. 4. Case ownership- Drive a case from first response to closure without being chased. If a case is stuck on another team, you unblock it. 5. Quality contribution- Surface recurring parent complaints, broken flows, and gaps in our knowledge base. We expect the team to improve the system, not just operate inside it. **KPIs you will be measured on** | Metric | Weight | Target || --------------------- | ------ | --------- - || CSAT | 25% | ≥ 85 % || TAT | 20% | ≤ 48 hr s || Quality (audit score) | 20% | ≥ 90 % || FRT | 15% | ≤ 30 mi n || Reopen % | 5% | ≤ 10 % || Login hours | - | Full shift Senior Associates are expected to be in **the \\*\\*top quarti** le\\*\\* of the team on quality and CSAT within 3 months **Who we are looking for :** Please apply only if the following describe you honestly: 1. Your written English is native-feel, not "good for India"US parents are paying customers who write like Americans. Our responses cannot read like translated text. We will assess this in writing — not just in the interview. If your written English is at the level of "I will look into the same and revert," this role is not for you. 2.You are proactive, not reactive. The agents who succeed here drive cases. They do not wait for the lead to nudge them. They follow up with internal teams, they spot when a parent's issue is going sideways before the parent complains, and they escalate with a recommendation — not just a forwarded email. If your default mode is "I'm waiting for someone to get back to me," you will not be a fit. 3. You treat support as a craft, not a stopgapWe have moved on from hiring people who see customer support as a job they do until something better shows up. The role is demanding — night shift, US parents, real money on the line — and we need people who want to get genuinely good at it. 4. You can think when the SOP runs outThe hardest tickets — a parent demanding a refund outside policy, a tutor resignation mid-course, a billing dispute — do not have a clean SOP answer. We need someone who can read the situation, weigh the policy against the business risk, and either decide or escalate with a clear point of view. "Let me check with my lead" is acceptable once. By month two, you should be the one others check with **Must Haves** - 2–4 years in international (US/UK) customer support — voice, chat, or email - Native-feel written English; clean grammar, American spelling, conversational tone - Comfortable working \\*\\*9 PM – 6 AM IST, on-site\\*\\*, five daysa week - Hands-on with at least one ticketing system (FreshChat, Zendesk, Intercom, Salesforce Service Cloud, or similar) - Comfortable with spreadsheets — VLOOKUP, pivots, basic filtering - Track record of CSAT ≥ 85% or equivalent quality score in current/last role **Good-to haves** - Prior exposure to EdTech, subscription businesses, or refund-heavy processes - Experience with Chat specifically - Has worked under a defined KPI scorecard before **Interviee Process :** 1. \\*\\*Resume + writing sample\\*\\* screening 2. \\*\\*Written assessment\\*\\* — three real parent scenarios, you respond in writing within a ti me window 3.Round 1 4. Round 2 5. HR closure We aim to close this in two weeks from CV submission. We will not drag the process out — and we expect candidates to be similarly decisive **What we offer** - Direct ownership of the US parent experience for a fast-growing global EdTech - A team that ships — we are actively rebuilding our chatbot, support tooling, and KPI system- Standard Cuemath **Benefits** - Two-way cab facility for female employees residing within Gurugram (per company transport policy)- Candidates living close to the office will be prioritised; please factor commute into your decision before applying