Customer Support Team Lead

About Us

51Talk is a leading global online English education platform connecting teachers and students around the world through engaging one-on-one classes.

We’re on a mission to make quality education accessible for everyone — anytime, anywhere.

Join our Cairo team and be part of a dynamic, fast-growing EdTech company that values teamwork, innovation, and professional growth.

🌟 What You’ll Be Doing:

• Lead, coach, and inspire a team of advisors to consistently deliver exceptional support and service to students.
• Track performance metrics, conduct regular feedback sessions, and drive continuous improvement within the team.
• Ensure all processes and SOPs are followed to maintain excellent service quality at every touchpoint.
• Analyze student progress and teaching performance data to identify patterns, address challenges, and enhance results.
• Handle escalated cases and guide your team in resolving issues effectively to ensure high customer satisfaction.
• Collaborate with internal teams — including Academics, Sales, and Operations — to align service delivery with business objectives.
• Prepare regular performance reports and share insights to recommend operational improvements.

✅ What We’re Looking For:

• Bachelor’s degree or higher.
• At least 3 years of experience in Customer Service, Education, or Operations roles, including 1+ year in a team leadership position .
• Excellent command of English (spoken and written).
• Strong leadership, communication, and analytical skills.
• A customer-first mindset, with genuine passion for education, coaching, and people development .
• Ability to work in a performance-driven, fast-paced environment.

What We Offer

• Competitive base salary with attractive performance incentives and commissions.
• Comprehensive onboarding and continuous learning opportunities.
• Clear career growth path within a global EdTech organization.