Senior Customer Service Representative Night Shift US

Company Description Bhanzu is transforming how children learn math by combining strong pedagogy with modern technology to build sharper thinking, faster problem-solving, and greater confidence. Founded by Neelakantha Bhanu, recognized as the World's Fastest Human Calculator, Bhanzu currently serves 70,000+ students across 20+ countries, including the US, UK, Canada, Australia, New Zealand, and the Middle East. The organization maintains a global classroom rating of 4.93/5, reflecting its commitment to quality learning experiences. A diverse team of educators, engineers, designers, and creators is united by the mission to make world-class math education universally accessible and to nurture curiosity. Headquartered in Bengaluru, Bhanzu is rapidly expanding and aims to positively impact 1 million learners worldwide.
Role Description The Senior Customer Service Representative (Night Shift, US) will handle incoming queries from learners, parents, and partners, ensuring timely and accurate resolution of issues related to classes, schedules, payments, and platform usage. This full-time, on-site role in Bengaluru involves managing customer interactions across phone, email, and chat, maintaining detailed case records, and escalating complex concerns when necessary. The individual will monitor service metrics, identify recurring pain points, and collaborate with cross-functional teams to enhance customer experience and satisfaction. The role also includes mentoring junior service representatives, supporting process improvements, and contributing to best practices for serving US-based customers during night shifts. Success in this position requires a proactive approach, strong communication skills, and a commitment to delivering empathetic, high-quality support in a fast-growing education environment.
Qualifications

• Experience as Customer Service Representatives with a track record of handling high-volume inquiries and resolving issues effectively.
• Strong Customer Support skills, including phone, email, and chat support, with the ability to manage multiple cases simultaneously.
• Demonstrated focus on Customer Satisfaction through timely resolution, follow-up, and clear communication.
• Solid understanding of Customer Service fundamentals and service workflows in a tech-enabled or education-based environment.
• Ability to enhance Customer Experience by identifying patterns in feedback and suggesting process improvements.
• Excellent spoken and written English communication skills, especially for US-based customers.
• Prior experience in night shifts, international customer support, or edtech is highly beneficial.
• Comfort working on-site in Bengaluru, with strong collaboration, problem-solving, and conflict-resolution abilities.
• Minimum of a bachelor's degree or equivalent practical experience in customer service, operations, or a related field.