GCC | CS Manager

💻 About Kodland

Kodland is an international online education platform helping children and teenagers develop coding, mathematics, digital design, and future-ready technology skills.
Through live online classes and project-based learning, students gain practical digital skills while building confidence, creativity, and problem-solving abilities.
We are now looking for an experienced Customer Service Specialist to join our GCC team and support enrolled families throughout their journey with Kodland.
The internal title for this role is Customer Service Manager (CSM). However, this is an individual-contributor position. You will manage customer relationships, requests, and cases—not a team of employees.
🎯 What Will You Do?
As a Customer Service Specialist, you will support parents and students from the moment they join Kodland and help ensure that their learning experience remains smooth, clear, and positive.
Your responsibilities will include:

Communicating with parents through phone, chat, and email

Welcoming newly enrolled families and helping them understand the next steps

Supporting customers with class access, schedules, logins, transfers, freezes, and general course-related questions

Following up with families when students miss lessons or stop attending regularly

Understanding the reason behind customer dissatisfaction and working toward a suitable solution

Handling complaints calmly and professionally

Managing refund requests and discussing possible alternatives with families

Negotiating installment and payment-related solutions within company policies

Responding to objections in a clear, empathetic, and solution-oriented way

Recording all customer interactions and case updates accurately in CRM and helpdesk systems

Coordinating with teaching, technical, finance, and operational teams when additional support is required

Taking ownership of each case until the customer receives a clear resolution

The main goal of this role is not only to answer questions, but also to protect the customer experience, rebuild trust when problems occur, and help families continue their learning journey with Kodland.
🕒 Working Model
This is a fully remote, full-time position.

40 working hours per week

Five working days and two days off

One weekend day is included in the working schedule

Work is organized through scheduled shifts

Regular attendance and reliability are essential

Because customers depend on timely support, employees are expected to follow their assigned schedules consistently and remain available during their working hours.
💰 Compensation
The compensation package consists of:

$185 fixed monthly salary

Up to $50 monthly KPI bonus

The KPI bonus is based on measurable performance areas such as:

Customer satisfaction

Response and resolution time

Quality of communication

Accuracy of CRM and ticket updates

Successful handling of complaints and customer concerns

Compliance with internal processes

🧭 Training and Onboarding
Successful candidates will complete a structured onboarding and role-training process before managing customer cases independently.
The onboarding process generally includes:

Introduction to Kodland and the customer journey

Customer communication standards

CRM and helpdesk system training

Complaint and objection-handling practice

Refund and installment scenarios

Internal policies and operational processes

Practical cases and role-play sessions

Ongoing feedback and support will be provided by the Team Leader and the Customer Service team.
🚀 What Does Kodland Offer?

100% remote work

Experience in an international EdTech company

Structured onboarding and role training

Ongoing support and regular feedback

Experience with international customers and teams

Development in customer service, retention, negotiation, and operations

Internal career-growth opportunities for strong performers

Employee discounts on Kodland educational programmes

Requirements
✅ Mandatory Requirements

Fluent Arabic and English communication skills

At least 1–2 years of professional customer service experience

Previous experience handling customers through calls, chat, or email

Practical experience with customer support or ticketing platforms such as:

Omnidesk

Zendesk

Freshdesk

Intercom

Or similar helpdesk systems

Practical experience with CRM systems such as:

amoCRM

Bitrix24

Salesforce

HubSpot

Or another comparable CRM platform

Strong written and verbal communication skills

Confidence in handling complaints and emotionally difficult conversations

Experience responding to customer objections

Ability to discuss refunds, cancellations, installments, and payment concerns professionally

Strong negotiation and problem-solving skills

Ability to remain calm, empathetic, and respectful under pressure

Strong organization and attention to detail

Ability to manage several customer cases and systems simultaneously

Ability to document customer interactions accurately

Availability to work full-time for 40 hours per week

Availability to work one weekend day

A personal laptop or computer suitable for remote work

Stable internet connection and a quiet working environment

Ability to commit to Kodland as the primary professional role

🌟 Experience That Will Be an Advantage
Experience in one or more of the following areas will be considered an advantage:

Customer retention

Refund prevention or cancellation handling

Billing and installment support

Complaint resolution

Customer success

Call centres

Subscription-based services

Online education or EdTech

Supporting parents or family-oriented customers

Working with customer satisfaction or response-time KPIs

Cross-functional coordination with finance, technical, or operations teams

🎯 You May Be a Strong Fit If:

You enjoy helping customers solve real problems

You can listen carefully and identify the concern behind a complaint

You understand that customer service also requires ownership and follow-up

You are comfortable discussing sensitive topics such as refunds and payments

You can protect the customer relationship without making unrealistic promises

You communicate confidently while remaining respectful and empathetic

You can work independently and stay organized in a remote environment

You are comfortable being evaluated through service-quality KPIs

You are looking for a stable role where you can build long-term experience

⚠️ This Role May Not Be Suitable for You If:

You prefer to transfer difficult cases instead of owning them until resolution

You are uncomfortable handling complaints, refunds, or payment discussions

You do not want to work on weekends

You find it difficult to follow fixed processes and document your work

You are looking for a temporary or short-term role

You have frequently changed jobs after very short periods and cannot clearly explain the reasons for those transitions

You are unable to commit consistently to a full-time remote schedule

We understand that career changes can happen for many valid reasons. Candidates should simply be prepared to explain short employment periods and demonstrate their interest in building a stable, long-term professional relationship with Kodland.
Originally posted on Himalayas