Customer Service Team Manager

About 51Talk:

51Talk is a leading global online English education platform, connecting learners with professional teachers through interactive one-on-one classes. With a mission to make quality English learning accessible and affordable, 51Talk empowers students worldwide to improve their language skills for education, career, and personal growth.Make outbound calls to potential and existing customers to promote and sell our products and sevices.

What You’ll Do:

• Lead and coach a team of advisors to ensure consistent delivery of high-quality service.
• Monitor team performance and provide regular feedback to support skill development and continuous improvement.
• Oversee the implementation of SOPs and ensure service standards are met or exceeded.
• Analyze student progress and teaching quality data to identify trends, address issues, and optimize learning outcomes.
• Handle escalated cases and guide the team in delivering effective solutions and maintaining high customer satisfaction.
• Coordinate with cross-functional teams (e.g., Academic, Sales) to support business goals and student success.
• Prepare performance reports and propose service enhancements based on data and frontline insights.

Requirements:

• Bachelor’s degree or above.
• At least 3 years of experience in customer service or education-related roles, with 1 year in a leadership or supervisory position.
• Professional proficiency in English in both writing and speaking.
• Strong leadership, communication, and problem-solving skills.
• Customer-focused mindset with a passion for education and team development.