Senior Customer Service Associate

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.