Operations Specialist - US Client Experience (Night Shift)

Ruvimo, a leading online 1:1 tutoring provider for K12 families in the United States, is seeking a dedicated Operations Specialist to join our team in Mumbai. This pivotal role focuses on ensuring exceptional client experience for our US-based families, operating during night shifts aligned with US time zones.

Location: Mumbai (Mulund Office at least 3 times a week; flexible WFH days)

Work Schedule: Night Shift, Weekend availability required. This is a high-ownership, individual contributor role requiring real-time execution in a fast-paced environment.

Compensation: Up to ₹58 LPA, based on experience and fit.

About the Role

As an Operations Specialist, you will be at the forefront of our US tutoring operations, owning the day-to-day client experience. Your primary responsibilities include resolving live issues, ensuring tutor reliability and performance, managing renewals, and proactively preventing customer churn. When parents, tutors, or students encounter challenges during US class hours, you will be the one to implement solutions.

Key Responsibilities

• Client Experience & Issue Resolution: Serve as the main point of contact for parent and tutor issues during live classes. Resolve scheduling conflicts, tutor no-shows, technical difficulties, and class disruptions promptly and effectively. Manage escalations with composure and clarity, ensuring parents feel supported and informed even during challenging situations.
• Tutor Reliability & Quality Monitoring: Track tutor punctuality, attendance, lesson delivery, and communication quality. Identify and flag any emerging issues or deviations from standard operating procedures. Facilitate quick tutor replacements when service quality is compromised and follow up on recurring problems. The goal is to safeguard student learning and parent trust.
• Renewals, Retention & Account Continuity: Manage the renewal process for your assigned accounts. Monitor for early indicators of dissatisfaction within the first 24 weeks of a student's engagement and intervene proactively to prevent churn.
• Process Discipline & Improvement: Consistently execute established Standard Operating Procedures (SOPs). Identify workflow inefficiencies and implement corrective actions. Document recurring issues and edge cases to inform process enhancements. Contribute to improving our systems rather than merely compensating for their shortcomings.
• Cross-Functional Execution: Collaborate closely with Sales, Tutor Management, Technology, HR, and Leadership teams. Maintain professional and mature interactions with all stakeholders, ensuring issues are escalated with comprehensive context and potential solutions.

Ideal Candidate Profile

This role is perfect for individuals who:

• Remain calm, decisive, and effective under pressure.
• Thrive on solving complex, real-world problems.
• Communicate clearly and empathetically with clients and internal teams.
• Are focused on achieving positive outcomes.
• Are comfortable taking ownership and driving results without direct authority.

Note: This role is not suitable for candidates seeking fixed hours, guaranteed weekends off, or who prefer avoiding conflict and live problem-solving.

Requirements

• 1-4 years of experience in client servicing, operations, customer experience, or service-led startups.
• Experience in the education, tutoring, or EdTech sectors is advantageous but not mandatory.
• Excellent written and spoken English proficiency is essential.
• Proficiency with WhatsApp-based coordination, CRM systems, and prompt follow-ups.
• Demonstrated judgment and reliability are highly valued.

Growth Opportunities

As part of a dynamic, early-stage organization, strong performers in this role can expect significant growth opportunities, including:

• Advancement to Ops Lead or Program Manager positions.
• Increased responsibility for larger client portfolios and revenue targets.
• Expanded ownership across retention, upselling, and quality assurance systems.

Ruvimo offers a 10x faster growth trajectory than traditional organizations for individuals who consistently deliver exceptional results.