Senior Customer Service Associate

Job description

Senior Associate, Customer Support & Success (US shift) Location: Gurugram HQ, WFO/Hybrid\\* Shift: 9:00 PM – 6:00 AM IST, six days a week Experience: 1–4 years in international (US/UK) customer support Employment type: Full-time, on-roll About the role Cuemath is the world's leading online math tutoring platform, connecting thousands of US families with tutors who teach their kids math 1:1. This team handles everything a parent deals with beyond the actual tutoring session — tutor changes, sorting out schedule hiccups, processing refunds, managing pauses, and stepping in at the moments that decide whether a family stays with Cuemath. This role goes well beyond ticket queues. You'll take full ownership of a case from the first message to a real resolution, using your own judgment when there's no playbook to fall back on. Success here isn't measured by how fast a ticket gets closed — it's measured by whether the parent's actual problem got fixed. If you're looking for a support role where your decisions matter and you can see your impact on a growing global business, this is the one. What you'll be responsible for • Talking to parents directly — you're often the first person from the support team, a US parent hears from, and how you handle that conversation shapes their entire view of Cuemath • Navigating policy calls — knowing when to apply the standard policy and when to push back with a reasoned alternative. • Working with tutors — sorting out no-shows, rescheduling conflicts, mismatched pairings, and complaints about teaching quality. • Seeing cases through — nobody should have to chase you for an update; if another team is holding things up, you find a way around it • Spotting patterns — noticing what keeps going wrong and pushing for fixes, rather than just working around the same issues every week Your performance will be tracked through the standard support metrics — CSAT, response and resolution times, quality audits, and reopen rates — the same ones our top performers already clear with room to spare. You'll thrive here if 1. You write like a native English speaker — US parents are customers who expect to be spoken to the way an American colleague would write. Stiff, formal, or obviously-translated phrasing won't cut it, and we'll test this directly through a writing exercise. 2. You move things forward on your own — you don't wait to be asked twice. You chase internal teams for answers, catch problems before they blow up, and bring a recommendation to the table instead of just passing an email along. 3. You actually want to be good at this job — not tolerate it until something else comes along. It's a tough shift with real stakes, and we're looking for people who want to sharpen their skills here, not just clock in. 4. You can hold your own without a script — the toughest cases won't have a template answer. We want someone who can weigh the options, take a position, and either act on it or bring a clear recommendation to their manager. What we expect you to already have • 1–4 years of experience in international (US/UK) support, across voice, chat, or email • Writing that reads naturally to an American audience — correct grammar, US spelling, and a tone that doesn't feel scripted • Willingness to work the 9 PM–6 AM IST shift, (at least 3 days a week in the office) • Working knowledge of at least one support platform (FreshChat, Zendesk, Intercom, Salesforce Service Cloud, or similar) • Reasonable comfort in spreadsheets — VLOOKUP, pivot tables, filtering data • A solid history of hitting strong CSAT or quality benchmarks in your current or most recent job • Background in EdTech, subscription services, or refund-heavy support environments • Specific experience handling chat support • Having worked against a formal KPI scorecard before Worth knowing before you apply This role rewards people who are based near Gurugram (or ready to move closer), enjoy the energy of night-shift work, bring original thinking rather than templated responses, and are looking to build real depth in support — not just pass through it. If that sounds like you, we'd love to hear from you. What's in it for you • Genuine ownership of the US parent experience at a fast-growing global EdTech company • A team that's actively building — our chatbot, support tools, and KPI systems are all evolving, and you'll help shape them • Standard Cuemath benefits • Two-way cab service for female employees living within Gurugram • A tight-knit, high-standards team where you can see yourself growing quickly It’s a mandatory work from office role with a flexibility of working from home for a couple of days in a week.