Customer Support Associate, Evening Shift
Posted 1mo agoBe an early applicant
About the role
This is a part-time evening role, roughly 4pm to 10pm on weekdays, covering the hours when students are actually studying and things go wrong. You will handle chat, email and a small volume of calls in English, Hindi and Bengali.
What you will do
Most questions are practical: a lesson that will not download, a payment that has not reflected, a test score that looks wrong. You resolve what you can from the playbook and escalate the rest with enough detail that engineering can reproduce it without another round of questions.
The part we value most is pattern-spotting. If eleven students report the same download failure on the same device model, we want that written up once and escalated properly, not answered eleven times.
What we look for
One to three years in customer support, comfortable written English plus Hindi and Bengali, and genuine patience. Many of our learners are teenagers or parents who are not confident with technology, and how they are spoken to matters.
This role often becomes a route into QA, content or product for people who show that instinct.
Responsibilities
- Handle chat, email and call support during the evening shift
- Resolve common issues using the support playbook
- Escalate reproducible bugs with clear detail for engineering
- Spot and document recurring issues rather than repeating answers
- Keep help-centre articles up to date as the product changes
Requirements
- 1-3 years of customer support experience
- Clear written English plus spoken Hindi and Bengali
- Comfortable with a helpdesk tool such as Freshdesk or Zendesk
- Available 4pm to 10pm on weekdays
- Patient and precise, especially with non-technical users
Skills
Benefits
- Part-time hours that fit around study or another commitment
- Clear internal path into QA, content or product
- Health insurance included even at part-time hours
- Work from home two days a week
