GCC Customer Service 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

✅ 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.