Manager

Role Overview UWorld is looking for a Customer Care Manager in Hyderabad to lead and build out our high-performing team. We are a leading e-learning platform trusted by millions of students for online test prep. You will optimize operations, implement best practices, and deliver exceptional high-touch support to our clients. Key Responsibilities - Oversee day-to-day customer care operations involving concern resolution via calls, emails, and tickets. - Establish best-in-class processes for ticket intake, resolution, escalation, and incident management. - Build and maintain a robust knowledge base to ensure a consistent customer experience. - Research, advocate, and implement customer experience technologies to improve operational efficiency. - Monitor individual performance, schedule team members, and audit calls on a regular basis. - Partner with marketing, sales, and software development teams to drive customer satisfaction. Required Qualifications - Bachelor's degree or equivalent professional work experience. - 10 or more years of progressive experience in technical support, customer support, or call centers. - 3 or more years of experience specifically leading and training a customer care team. - Experience administering customer support tools like CRM systems and ticketing software. - Strong analytical skills to monitor KPIs and drive continuous improvement. Why Join Us Build a rewarding career at UWorld, where we offer a positive learning-focused culture, competitive benefits, and professional growth opportunities.