Customer Service Specialist

💻 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.

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.

🎯 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.

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

The main goal of this role is not only to answer questions, but also to protect the customer experience, rebuild trust when problems occur, and help families continue their learning journey with Kodland.

🕒 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 is included in the working schedule

• Work is organized through scheduled shifts

• Regular attendance and reliability are essential

Because customers depend on timely support, employees are expected to follow their assigned schedules consistently and remain available during their working hours.

💰 Compensation

The compensation package consists of:

• $185 fixed monthly salary

• Up to $50 monthly KPI bonus

The KPI bonus is 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 customer concerns

• 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 generally includes:

• Introduction to Kodland and the customer journey

• Customer communication standards

• CRM and helpdesk system training

• Complaint and objection-handling practice

• Refund and installment scenarios

• Internal policies and operational processes

• Practical cases and role-play sessions

Ongoing feedback and support will be provided by the Team Leader and the Customer Service team.

🚀 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