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