Operations Lead
6 days ago
Job Title: Lead Operations (International)
Location: Remote
Employment Type: Full-time (9-hour shift, 5 days/week)
About the Role
We are looking for a Lead Operations (International) to ensure seamless delivery of online sessions and provide operational support across multiple channels. The role involves tutor quality control, query resolution, technical assistance, and ensuring adherence to defined SLAs.
Key Responsibilities
- Monitor, evaluate, and document tutor session quality as per QC templates.
- Provide timely feedback to tutors for continuous improvement.
- Respond to student, parent, and tutor queries via email and Slack.
- Provide real-time technical support and troubleshooting to tutors.
- Assist students with scheduling, group changes, and technical concerns.
- Handle urgent issues, escalations, and last-minute tutor substitutions.
- Ensure professionalism, accuracy, and SLA adherence in all communications.
Shift Timings (Monday–Friday)
- 05:30 PM IST – 02:30 AM IST
- 09:30 PM IST – 06:30 AM IST
- 01:00 AM IST – 10:00 AM IST
Performance Metrics
- Response Time: Meet SLA timelines for Slack & email queries.
- Resolution Time: Ensure efficient closure of requests within TATs.
- Quality: Maintain accuracy, professionalism, and template adherence.
Qualifications & Skills
- Bachelor's degree or higher.
- Prior experience in academic support operations.
- Hands-on experience with Airtable and/or preferred.
- Excellent written & verbal English communication skills.
- Strong problem-solving, multitasking, and analytical skills.
- Ability to work in a fast-paced, SLA-driven environment.
- Familiarity with tools like Slack and email platforms.
- High ownership, accountability, and attention to detail.
How to apply:
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