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.

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. Responsibilities 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

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 included). Work is organized through scheduled shifts. Regular attendance and reliability are essential.

Compensation

The compensation package consists of $185 fixed monthly salary plus up to $50 monthly KPI bonus 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 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 includes introduction to Kodland and the customer journey, communication standards, CRM and helpdesk system training, complaint and objection-handling practice, refund and installment scenarios, internal policies, and practical role-play sessions. Ongoing feedback and support will be provided.

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