01Overview
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:
24 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 transparent 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. .
