Operations Lead ( International)

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  Monitor, evaluate, and document tutor session quality based on pre-defined QC template.
• Maintain records and provide timely feedback for continuous improvement.

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  Respond to parent, student, and tutor queries via email using approved templates.
• Monitor designated Slack channels and address support requests, urgent queries, and technical issues in real-time.
• Provide technical support and assistance to tutors, including last-minute substitutions and troubleshooting.
• Support students with scheduling, group changes, and technical issues.
• Handle parent inquiries promptly and professionally, ensuring timely updates and resolutions.

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  Each team member works a 9-hour shift (1 hour break)
• • 
    05:30 PM IST to 02:30 AM IST (Monday to Friday)
  • 09:30 PM IST to 06:30 AM IST (Monday to Friday)
  • 01:00 AM IST to 10:00 AM IST (Monday to Friday)

Qualifications

• Bachelor’s degree and above.
• Prior experience in academic support operations.
• Prior experience on Airtable Platform and/or Monday.com will be preferred.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and multitasking skills.
• Ability to work in a fast-paced, SLA-driven environment.
• Familiarity with tools like Slack, email clients.
• Strong sense of ownership, accountability, and attention to detail

Additional Information

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  Response Time: Meet or exceed defined SLA timelines for Slack and email responses.
• Resolution Time: Resolve support requests efficiently within agreed TATs.
• Quality Assurance: Maintain professionalism, accuracy, and adherence to templates and tone standards.