Operations Specialist – US Client Experience (Night Shift)

Job Description:

• Night Shift
• Location: Mumbai (Mulund Office at least 3 times a week + WFH remaining days)
• Weekend availability required
• CTC: ₹5–6.5 LPA (based on experience and fit)

About Ruvimo

Ruvimo is a world's fastest-growing online 1:1 tutoring company serving K–12 families in the United States.

We work with middle and lower-middle income US households who expect clear progress, strong communication, and reliability — and we typically get only 2–4 weeks to prove value.

Our model works when tutor quality, execution, and client experience are handled tightly. This role sits at the center of making that happen every day.

About the Role

This is a high-ownership individual contributor role at the center of our US tutoring operations.

You will own the day-to-day client experience for US families: resolving live issues, ensuring tutors show up and perform, managing renewals, and preventing avoidable churn.

When something breaks for a parent, tutor, or student during US class hours, you are the person who fixes it.

This is not a coordination or reporting role. It is a real-time execution role in a fast-moving, early-stage company.

Work Setup (Non-Negotiable)

• Night shift aligned to US time zones
• At least 3 days/week from Mulund office
• Candidates may live anywhere in the Mumbai Metropolitan Region
• Must be available on weekends and occasionally during daytime hours for urgent issues

If you need fixed hours or predictable weekends, this role will not work for you.

What You Will Own1. Client Experience & Issue Resolution

• Act as the primary point of contact for parent and tutor issues during live classes
• Resolve scheduling failures, tutor no-shows, tech issues, and class disruptions
• Handle escalations calmly and clearly, especially with US parents
• Ensure issues are resolved fast, not just acknowledged

Parents should feel confident and informed, even when things go wrong.

2. Tutor Reliability & Quality Monitoring

• Track tutor punctuality, attendance, lesson execution, and communication quality
• Flag weak patterns early (poor engagement, vague notes, SOP misses)
• Coordinate tutor switches quickly when experience quality is at risk
• Follow up firmly on repeated issues

This role exists to protect student learning and parent trust.

3. Renewals, Retention & Account Continuity

• Own renewals execution for assigned accounts
• Track early warning signs in the first 2–4 weeks of a student’s journey
• Proactively intervene before dissatisfaction turns into churn

Comfort with evolving scope is essential.

4. Process Discipline & Improvement

• Execute existing SOPs consistently
• Identify breakdowns in workflows and fix them
• Document recurring failure patterns and edge cases
• Improve systems instead of compensating for broken ones silently

You will help shape how client experience scales.

5. Cross-Functional Execution

• Work closely with Sales, Tutors, Tech, HR and Leadership
• Maintain parity and maturity in interactions with Sales Managers
• Escalate issues with context and proposed solutions

No silos. No hand-offs without ownership.

Who This Role Is For

You will do well here if you:

• Stay calm and decisive under pressure
• Enjoy solving messy, real-world problems
• Communicate clearly with parents and internal teams
• Care about outcomes, not optics
• Are comfortable owning results without formal authority

Who Should Not Apply

This role is not suitable if you:

• Want fixed shifts or guaranteed weekends off
• Dislike night work
• Avoid conflict or escalation
• Prefer planning decks over live problem solving

Experience & Skills

• 1–4 years in client servicing, operations, customer experience, or service-led startups
• Experience in education, tutoring, or EdTech is a plus but not required
• Strong written and spoken English is mandatory
• Comfortable with WhatsApp-based coordination, CRMs, and fast follow-ups

Judgment and reliability matter more than pedigree.

Growth Path

This is a high-growth role in a young organization.

Strong performers can grow into:

• Ops Lead or Program Manager roles
• Ownership of larger client portfolios or revenue metrics
• Broader responsibility across retention, upselling, and quality systems

Growth here is 10x faster than in large organizations — but only for people who execute consistently.

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹650,000.00 per year

Application Question(s):

• Current CTC
• Expected CTC

• Do you have a laptop? If not, would you be willing to procure one, in case we select you?

• You'll be required to work Night Shifts (US hours). Will That be convenient? (11pm to 8am IST from our Mulund Office?

Work Location: Hybrid remote in Mulund, Mumbai, Maharashtra