Customer Service Associate (Experienced)

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:

Were seeking an experienced Customer Service Associate to serve as the frontline ambassador for Cuemath. Youll handle complex customer queries, drive resolution outcomes, and ensure exceptional service delivery for our global parent and tutor community.

• 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

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• 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 youre an experienced support professional passionate about delivering outstanding service in EdTech, apply now!