GCC | CS Manager

About the Position

GCC | CS Manager

• Remote
• Egypt
• $185 - $250 per month

We are seeking 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.

Responsibilities

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

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

Nice to Have

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

We 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

About the Company

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.