Shift Timings:
- US Shift: 9 PM/10 PM to 6 AM/7 AM IST (Must have 1-2 years of US client support experience)
- India/ROW Shift: 6 AM to 3 PM or 12 PM to 9 PM IST
About Cuemath:
Cuemath is a global EdTech platform transforming how students learn math through personalized instruction and innovative technology. We empower children with critical thinking and problem-solving skills that extend beyond academics. Join us in making kids MathFit.
Role Overview:
We're seeking an experienced Customer Service Associate to serve as the frontline ambassador for Cuemath. You'll handle complex customer queries, drive resolution outcomes, and ensure exceptional service delivery for our global parent and tutor community.
Key Responsibilities:
- Respond to customer queries across chat, email, and calls with professionalism and efficiency
- Diagnose and resolve product/service issues with clear troubleshooting and comprehensive solutions
- Maintain detailed documentation of all interactions in support ticketing software (Freshchat)
- Manage escalations effectively, coordinating with senior staff and cross-functional teams
- Consistently meet/exceed performance metrics: FCR rate, response time, CSAT scores, and quality benchmarks
- Act as customer advocate, providing feedback to improve products and processes
- Handle sensitive parent/tutor situations with tact and professionalism
Required Qualifications:
- Minimum 2 years in customer support/service roles (EdTech, SaaS, or subscription businesses preferred)
- For US Shift: 1-2 years supporting US clients with proven comfort in US business culture and communication styles
- Graduate from a recognized institution
- Exceptional English communication skills - both written and verbal
- Experience with support tools (Freshchat, Zendesk, Intercom, or similar)
- Strong problem-solving and analytical abilities
- Proven track record of meeting support metrics
Preferred Qualifications:
- EdTech or K-12 education experience
- Familiarity with AI-powered support tools and CRM systems
- Experience with escalation handling and quality assurance processes
Application Note: US shift candidates must clearly indicate prior US client experience and night shift availability.
If you're an experienced support professional passionate about delivering outstanding service in EdTech, apply now!
