Customer Service Manager
51 Talk -
Cairo, Egypt
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Job Description
About Us
51Talk is a leading online English education platform dedicated to connecting teachers with students across the world through engaging, one-on-one classes. Join us and be part of a dynamic team that’s passionate about making quality education accessible, while enjoying flexible work, growth opportunities, and the chance to make a real impact in students’ lives.
Key Responsibilities:
- Lead and manage the customer service team to deliver exceptional support to students and stakeholders.
- Set performance standards, monitor KPIs, and implement coaching strategies to build a high-performing team.
- Ensure all service processes and SOPs are followed, consistently meeting or exceeding quality benchmarks.
- Analyze data on student engagement, satisfaction, and teaching quality to drive service improvements and better learning outcomes.
- Take ownership of escalated cases, ensuring timely and effective resolution with a customer-centric approach.
- Collaborate with internal teams (e.g., Academic, Sales, Product) to align service delivery with broader business goals.
- Prepare detailed reports on service performance and provide strategic recommendations to senior leadership.
Job Requirements
✅ What We’re Looking For:
- Bachelor’s degree or above.
- Minimum 5 years of experience in customer service or education-related roles, with at least 2 year in a managerial or supervisory position.
- Strong command of English, both spoken and written.
- Proven leadership, team development, and communication skills.
- Ability to make data-driven decisions and manage change effectively.
- A passion for education, customer satisfaction, and operational excellence.
What We Offer
- Competitive base salary with attractive incentives and commissions.
- Comprehensive training and continuous support to ensure your success.
- Opportunities for career growth and professional development.
- A fun, engaging work environment with regular company social events.
- The opportunity to make a real impact in the lives of students and their families.
