About 51Talk
51Talk is a leading online English education platform dedicated to connecting teachers and students across the globe through high-quality, one-on-one virtual classes. We are passionate about making quality education accessible while empowering our team members to grow and make a real difference in students lives.
Job Responsibilities:
- Lead and manage a customer service team to deliver excellent support and guidance to students and their parents.
- Coach, develop, and motivate team members to consistently meet performance and service quality targets.
- Handle escalated cases and implement solutions that ensure customer satisfaction and retention.
- Work closely with parents to address concerns, track student progress, and offer personalized support strategies.
- Ensure proper documentation of customer interactions using CRM tools.
- Monitor performance metrics and provide regular feedback, training, and team development initiatives.
- Collaborate with internal departments (Sales, Academic, Operations) to improve the overall learner experience.
Job Requirements:
- Bachelor's degree or above in any discipline.
- Strong English communication skills (spoken and written) are essential.
- 810 years of total work experience, including at least 5 years in team management, preferably in a customer service or education-related role.
- Experience managing team leaders or supervisors is a strong plus.
- Proven ability to manage KPIs, performance tracking, and team development.
- Background in the education or e-learning sector is an added advantage.
- Strong problem-solving, leadership, and interpersonal skills.
- Familiarity with CRM systems is preferred.
