What you will do
- Handle parent and student communication across calls, WhatsApp, chat, and email, maintaining context so customers do not repeat themselves
- Conduct structured outbound experience calls to assess satisfaction with tutors, scheduling, and overall service quality
- Manage escalated complaints involving tutors, billing, scheduling, and service quality, investigating each case before committing to a resolution
- Coordinate resolutions across internal teams — including Academics, Finance, and Tech — and keep customers informed until the case is documented as closed
- Identify early signs of dissatisfaction or cancellation risk and contact customers proactively rather than waiting for complaints
- Maintain accurate records across CRM, LMS, ticketing, and communication platforms simultaneously
- Track every open commitment, callback, and unresolved case to ensure nothing is dropped
What we need
- 1–3 years of experience in a customer-facing role such as customer success, client servicing, relationship management, hospitality, banking, telecom, or EdTech
- Fluent spoken and written English with confidence handling difficult conversations on the phone
- Strong follow-up discipline — able to own a case from first contact through final resolution without repeated reminders
- Ability to manage multiple active cases simultaneously with strong attention to detail
- Comfortable working across CRMs, LMS platforms, spreadsheets, ticketing systems, and AI tools, and able to learn new software quickly
- Availability to work hours aligned with GCC customer schedules
Nice to have
- Experience in EdTech, tutoring, schools, or student services
- Prior customer escalation or retention experience, including outbound success or feedback calls
- Experience serving customers based in the GCC
- Arabic language ability