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:

Customer Service Associate

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:

If you're an experienced support professional passionate about delivering outstanding service in EdTech, apply now!