GCC | CS Manager

Kodland

8d•Remote

About The Position

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. We are now looking for 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.

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 Haves

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

Responsibilities

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
Protecting the customer experience, rebuilding trust when problems occur, and helping families continue their learning journey with Kodland.