Operations Specialist – US Client Experience (Night Shift)

Ruvimo is a world's fastest-growing online 1:1 tutoring company serving K12 families in the United States.

We work with middle and lower-middle income US households who expect clear progress, strong communication, and reliability and we typically get only 24 weeks to prove value.

Our model works when tutor quality, execution, and client experience are handled tightly. This role sits at the center of making that happen every day.

This is a high-ownership individual contributor role at the center of our US tutoring operations.

You will own the day-to-day client experience for US families: resolving live issues, ensuring tutors show up and perform, managing renewals, and preventing avoidable churn.

When something breaks for a parent, tutor, or student during US class hours, you are the person who fixes it.

This is not a coordination or reporting role. It is a real-time execution role in a fast-moving, early-stage company.

• Night shift aligned to US time zones
• At least 3 days/week from Mulund office
• Candidates may live anywhere in the Mumbai Metropolitan Region
• Must be available on weekends and occasionally during daytime hours for urgent issues

If you need fixed hours or predictable weekends, this role will not work for you.

• Act as the primary point of contact for parent and tutor issues during live classes
• Resolve scheduling failures, tutor no-shows, tech issues, and class disruptions
• Handle escalations calmly and clearly, especially with US parents
• Ensure issues are resolved fast, not just acknowledged

Parents should feel confident and informed, even when things go wrong.

• Track tutor punctuality, attendance, lesson execution, and communication quality
• Flag weak patterns early (poor engagement, vague notes, SOP misses)
• Coordinate tutor switches quickly when experience quality is at risk
• Follow up firmly on repeated issues

This role exists to protect student learning and parent trust.

• Own renewals execution for assigned accounts
• Track early warning signs in the first 24 weeks of a students journey
• Proactively intervene before dissatisfaction turns into churn

Comfort with evolving scope is essential.

• Execute existing SOPs consistently
• Identify breakdowns in workflows and fix them
• Document recurring failure patterns and edge cases
• Improve systems instead of compensating for broken ones silently

You will help shape how client experience scales.

• Work closely with Sales, Tutors, Tech, HR and Leadership
• Maintain parity and maturity in interactions with Sales Managers
• Escalate issues with context and proposed solutions

No silos. No hand-offs without ownership.

You will do well here if you:

• Stay calm and decisive under pressure
• Enjoy solving messy, real-world problems
• Communicate clearly with parents and internal teams
• Care about outcomes, not optics
• Are comfortable owning results without formal authority

This role is not suitable if you:

• Want fixed shifts or guaranteed weekends off
• Dislike night work
• Avoid conflict or escalation
• Prefer planning decks over live problem solving

• 14 years in client servicing, operations, customer experience, or service-led startups
• Experience in education, tutoring, or EdTech is a plus but not required
• Strong written and spoken English is mandatory
• Comfortable with WhatsApp-based coordination, CRMs, and fast follow-ups

Judgment and reliability matter more than pedigree.

This is a high-growth role in a young organization.

Strong performers can grow into:

• Ops Lead or Program Manager roles
• Ownership of larger client portfolios or revenue metrics
• Broader responsibility across retention, upselling, and quality systems

Growth here is 10x faster than in large organizations but only for people who execute consistently.