Customer Service Manager – GCC

About the role

Kodland is seeking a Customer Service Manager for its GCC team to support families throughout the learning journey. This individual‑contributor role involves managing customer relationships, handling inquiries, and ensuring a positive experience for parents and students.

Key responsibilities

• Communicate with parents via phone, chat, and email, welcoming new families and guiding them through next steps.
• Assist with class access, schedules, logins, transfers, freezes, and general course questions.
• Follow up on missed lessons, address dissatisfaction, and resolve complaints professionally.
• Handle refund requests, negotiate payment solutions, and discuss installments within policy.
• Record all interactions accurately in CRM and help‑desk systems and coordinate with teaching, technical, finance, and operations teams.

Required profile

• Fluent in Arabic and English with 1–2 years of professional customer service experience.
• Comfortable handling complaints, refunds, and payment discussions.
• Strong organization, attention to detail, and ability to manage multiple cases simultaneously.
• Reliable 40‑hour weekly remote work schedule, including one weekend day.

Required skills

• Experience with ticketing platforms such as Omnidesk, Zendesk, Freshdesk or Intercom.
• Proficiency in CRM systems like amoCRM, Bitrix24, Salesforce or HubSpot.

What we offer

• 100% remote work in an international EdTech environment.
• Structured onboarding, ongoing feedback and career‑growth opportunities.
• Employee discounts on Kodland educational programmes.