OPERATION & CUSTOMER SUCCESS MANAGER

This is a remote position.

Operations & Customer Success Lead (EdTech – UK Market)

Job Summary:

We are looking for a versatile Operations & Customer Success Lead to manage end-to-end class execution and drive family satisfaction for our UK-based students. In this hybrid role, you will oversee tutor schedules, direct operational logistics, lead team members, and act as the main point of contact for parent inquiries across calls, chat, and email.

Key Responsibilities

Operations & Team Management:

Session Scheduling: Create, update, and maintain class schedules aligned with UK time zones (GMT/BST) and academic calendars.

Tutor Management: Prepare weekly tutor timetables, track attendance and punctuality, and optimize tutor utilization.

Team Handling: Lead and support the daily execution of operations team members to ensure smooth service delivery and high SLA standards.

Customer Success & Communication:

Multi-Channel Support: Resolve customer queries and escalations promptly via Calls, Live Chat, and Email.

Parent & Tutor Follow-ups: Proactively follow up with parents and tutors regarding class updates, reschedules, or operational adjustments.

Retention & Onboarding: Guide new families through platform onboarding, address feedback, and resolve technical or academic concerns to maintain high student retention.

Requirements

Experience: 2–4 years of combined experience in Operations and Customer Support/Success within the EdTech or online learning industry.

Time Zone Flexibility: Ability to work hours aligned with the UK market (GMT/BST), Monday to Saturday (Sunday week-off)

Communication: Exceptional verbal and written English communication skills suitable for interacting with UK parents and global tutors.

Technical Skills: Familiarity with support ticketing systems (ZOHO), scheduling tools, and CRM software.

Attributes: Strong multi-tasking capability, empathy, leadership skills, and a data-driven approach to solving operational bottlenecks.