Job Description

Job Title: Lead Operations (International)

Location:

Remote (Work From Home)

Employment Type:

Full-time

Shift Duration:

12:30 AM to 9:30 AM (Night Shift)

Working Days:

Monday to Friday (Saturday & Sunday Off)

Experience Required:

4-8 years

About Us

NCR Eduservices, a leading provider of educational services, delivers a comprehensive suite of solutions including e-tutoring, content development, academic delivery quality management, and extensive back-office support. Dedicated to addressing challenges for educational organizations, instructors, and learners through innovative strategies, the company is focused on enhancing education quality and accessibility.

About the Role

We are seeking a

Lead Operations (International)

to oversee the seamless delivery of online sessions and ensure the highest standards of tutor performance and student support. The role involves tutor quality control, helpdesk management, and operational troubleshooting, with a strong focus on responsiveness, accuracy, and SLA adherence. This is a high-responsibility position requiring strong communication, problem-solving, and multitasking abilities in a fast-paced environment.

Key Responsibilities

Tutor Quality Control

Monitor and evaluate tutor sessions using pre-defined QC templates. Document observations and maintain accurate QC records. Share timely feedback with tutors for continuous performance improvement.

Helpdesk Support & Operations

Respond to parent, student, and tutor queries via

email

using approved templates. Monitor

Slack channels

to address support requests, urgent queries, and technical issues in real time. Provide

technical support

to tutors, including last-minute substitutions and troubleshooting. Assist students with

scheduling, group changes, and technical concerns

. Handle

parent inquiries

professionally, ensuring prompt resolution and updates.

Performance Metrics

Response Time:

Meet or exceed SLA timelines for Slack & email queries.

Resolution Time:

Resolve requests within agreed TATs.

Quality Standards:

Ensure professionalism, accuracy, and adherence to approved communication tone.

Qualifications & Skills

Bachelors degree or higher (mandatory). 4+years of relevant experience in

academic support operations

and

International processes

as well. Hands-on experience with

Airtable

or

Monday.com

(preferred). Excellent written and verbal communication skills in

English

. Strong

problem-solving, multitasking, and troubleshooting abilities

. Familiarity with

Slack, email clients, and online collaboration tools

. High level of

ownership, accountability, and attention to detail

.

Application Process: Ready to drive your career to new heights? Here's how to apply:

Send your updated resume to kirtika.sharma@ncreduservices.com

Job Types: Full-time, Permanent

Work Location: Remote