Senior Associate, Customer Support & Success (US shift)
Location: Gurugram HQ, WFO/Hybrid*
Shift: 9:00 PM – 6:00 AM IST, six days a week
Experience: 1–4 years in international (US/UK) customer support
Employment type: Full time, on-roll

About the role
Cuemath is the world's leading online math tutoring platform, connecting thousands of US families with tutors who teach their kids math 1:1. This team handles everything a parent deals with beyond the actual tutoring session — tutor changes, sorting out schedule hiccups, processing refunds, managing pauses, and stepping in at the moments that decide whether a family stays with Cuemath.
This role goes well beyond ticket queues. You'll take full ownership of a case from the first message to a real resolution, using your own judgment when there's no playbook to fall back on. Success here isn't measured by how fast a ticket gets closed — it's measured by whether the parent's actual problem got fixed. If you're looking for a support role where your decisions matter and you can see your impact on a growing global business, this is the one.





What you'll be responsible for
Talking to parents directly — you're often the first person from the support team, a US parent hears from, and how you handle that conversation shapes their entire view of Cuemath
Navigating policy calls — knowing when to apply the standard policy and when to push back with a reasoned alternative.
Working with tutors — sorting out no-shows, rescheduling conflicts, mismatched pairings, and complaints about teaching quality.
Seeing cases through — nobody should have to chase you for an update; if another team is holding things up, you find a way around it
Spotting patterns — noticing what keeps going wrong and pushing for fixes, rather than just working around the same issues every week

Your performance will be tracked through the standard support metrics — CSAT, response and resolution times, quality audits, and reopen rates — the same ones our top performe

📌 Senior Customer Service Associate (Gurugram)
🏢 Cuemath
📍 Gurugram