UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and qualified licensing exams throughout the United States. Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.

We are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.

This role will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

Responsibilities:

Process Optimization

Oversee day-to-day operations involving all customers including following responsibilities:
- Efficiently resolving customer concerns via phone calls/emails/tickets




- Managing team member schedules
- Monitoring individual and team performance and trainings
- Enhancing quality of customer service delivered

Oversee day-to-day operations involving customers including following responsibilities:
- Setting up best-in-class processes for onboarding users.
- Handling, resolving, and routing business inquiries/issues in a timely manner
- Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
- Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
- Build out a knowledge base for the team to reinforce consistent and timely customer experience
- Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficienc

📌 Manager - Customer Care (Hyderabad)
🏢 UWorld
📍 Hyderabad