GCC | CS Manager

KodlandEgypt only

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💻 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?

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GCC | CS Manager

KodlandEgypt only

Apply now

Opens the original posting.

Apply now

Share job

Copy link or share on social media.

Apply on the original site

Companies in this catalog do not charge applicants. Never send money to apply.

💻 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

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