APAC Customer Support Specialist

Kodland

1d • Remote

About The Position

Kodland is seeking an English-speaking Customer Support Specialist to support customers in the APAC region as part of a fully remote team. The role is the first point of contact for students and parents, providing clear, friendly, and efficient assistance with billing, subscriptions, refunds, course information, and other inquiries. The specialist manages support tickets in CRM systems and internal tools, troubleshoots issues, and escalates complex cases. The role also involves identifying recurring issues, sharing process-improvement insights, supporting teammates, sharing best practices, and helping onboard new colleagues. The position offers a fixed base salary of $900 USD per month. Applicants must complete an assessment task of about two hours. The schedule is five days a week, 12:00–21:00 Sydney time (AEDT, GMT+11), including a one-hour break.

Requirements

• Advanced or native English proficiency (C1/C2), with excellent written and spoken communication.
• At least 6 months of Customer Support experience.
• Hands-on CRM experience.
• Ability to learn new tools and processes quickly.
• Strong interpersonal, organizational, and problem-solving skills; ability to work as part of a team.
• Comfort working remotely and independently in a fast-paced environment.
• Availability to work 12:00–21:00 Sydney time (AEDT, GMT+11), five days a week, with a one-hour break.

Nice To Haves

• Background in EdTech or online education.
• Experience mentoring or coordinating a team.
• Familiarity with customer support metrics such as CSAT, SLA, and resolution time.
• Experience supporting customers in the APAC region.

Responsibilities

• Respond promptly and professionally to parents' and students' inquiries by phone, email, and chat.
• Handle requests about billing, subscriptions, refunds, and general course information.
• Accurately log and manage support tickets in CRM systems and internal tools.
• Troubleshoot issues and escalate complex cases to the appropriate teams.
• Maintain a helpful, solution-focused tone in customer communications.
• Identify recurring issues and share insights with the team to improve processes and customer experience.
• Support teammates, share best practices, and help onboard new colleagues as the team grows.

Benefits

• 100% remote work.
• A collaborative, supportive international team.
• Ongoing learning and training.
• Opportunity to help shape the future of tech education for children around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed