Job Details - Find Your Perfect Career Opportunity

As a Customer Support Associate, you will be the primary point of contact for our US parents and students. Your goal is to deliver quick, empathetic, and accurate resolutions to queries, ensuring every family has a seamless experience on our platform.

Work Schedule & Location Details:

• Shift Timings: 10:00 PM to 7:00 AM IST (Fixed US Night Shift)
• Work Setup: 100% In-Office (Work from Office) at our HSR Layout headquarters
• Working Days: 6 Days a Week (With a rotational 1-day week off on a weekday)

What You’ll Do

• Customer Query Resolution: Handle real-time inbound queries, complaints, and requests from US parents via Live Chat, Email, and Inbound/Outbound Calls.
• Issue Troubleshooting: Assist parents and students with operational, class link, schedule management, and basic technical queries during live sessions.
• Class Coordination: Coordinate efficiently between US parents and our global teaching operations team to handle class reschedules, teacher feedback, and subscription updates.
• Documentation & CRM: Maintain meticulous logs of customer interactions, ticket statuses, and escalations using internal CRM tools.
• Customer Retention: Turn negative experiences into positive ones by listening actively, showing empathy, and taking ownership of customer problems until they are fully resolved.

What We’re Looking For

• Experience: 1–3 years of hands-on experience in a Customer Support or Customer Service role (experience supporting US or international clients is strongly preferred).
• Communication Skills: Exceptional, fluent English communication skills (both written and spoken) with a clear, professional tone suited for US demographics.
• Shift & Schedule Commitment: 100% commitment to working fixed night shifts (10:00 PM–7:00 AM IST), a 6-day work week, and taking your scheduled week off on a weekday.
• Workplace Preference: Ready to work full-time from our physical office in HSR Layout, Bengaluru.
• Problem-Solving & Patience: Calm under pressure, highly empathetic, and quick on your feet when dealing with frustrated or urgent customer requests.

Why Join Us?

• Global Exposure: Direct interaction with an international user base in the US K-12 education market.
• Fast Career Progression: Meritocracy-driven culture where top-performing support associates quickly move into team lead or customer success management roles.
• Vibrant Workplace: Work alongside high-energy peers in a dynamic, fast-scaling startup founded by IIT-Delhi alumni.
• Perks: Competitive salary, night shift allowances, and modern office setups in the heart of HSR Layout.