Customer Service Manager

About Us

51Talk is a leading international EdTech company known for providing top-quality English language education. We are a dynamic organization with a solid global presence dedicated to making English learning accessible and enjoyable. With a team of over 30,000 dedicated employees and more than 15 branches worldwide, we are committed to delivering exceptional educational experiences. You will be essential in leading our customer service function, drive service excellence, and ensure outstanding customer experiences.

Job Title: Customer Service Manager

Job Responsibilities:

• Lead and manage multiple customer service teams through their Team Leads to achieve service excellence and retention targets.
• Define customer care strategies and implement operational frameworks that align with business objectives.
• Oversee service performance metrics (response rate, resolution time, customer satisfaction, retention) and provide coaching to Team Leads.
• Collaborate with cross-functional teams (Academic, Sales, Product) to optimize the student experience and drive continuous improvement.
• Handle escalated issues and deliver sustainable solutions for high-impact cases.
• Develop and maintain SOPs, service standards, and knowledge bases to ensure consistency and scalability.
• Drive adoption of tools and technologies (CRM, analytics dashboards, automation/AI tools) to improve efficiency.
• Generate and present service performance reports with actionable insights to senior management.
• Build a strong service culture that emphasizes accountability, collaboration, and continuous learning.

Job Requirements:

• Minimum 5 years of experience in customer service or education-related fields, with at least 3 years in a managerial role leading teams and supervisors.
• Strong leadership, communication, and problem-solving skills with the ability to influence cross-functional stakeholders.
• Proven success in driving customer experience improvements and achieving service performance targets.
• Familiarity with CRM systems, reporting dashboards and service automation tools.
• Customer-oriented mindset with a passion of education and team development.
• Proficiency in both English and Arabic languages.
• Bachelor's Degree and above in relevant field.