Customer Service Manager

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.
• 8–10 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.