About Emeritus:
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, skilled certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2,



the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Objective of the Role
We are looking for an organized and detail-oriented Assistant Manager to oversee our support ticket management operations. In this role, you will lead queue management, optimize response and resolution times, and maintain high standards for customer satisfaction and service quality.

Responsibilities
- Queue & SLA Management : Monitor incoming ticket volume, assign incoming requests based on skill levels, and balance workloads to ensure prompt First Response Times and Resolution Times.
- Quality Assurance & Coaching : Review closed tickets regularly to evaluate tone, technical accuracy, and policy adherence. Provide targeted, one-on-one feedback to help agents improve.
- Escalation Handling : Serve as the primary point of contact for complex, high-priority, or

📌 Assistant Manager – Services Delivery (Narela)
🏢 Emeritus
📍 Narela