Client Support Specialist..

Job Description This is a remote position. The Client Support Specialist plays a critical, dual-functioning role at Naijatutors Konnect that unifies front-line client communication with real-time live class coordination and quality assurance . Operating within a rigid accountability framework, you will maintain our strict Service Level Agreements (SLAs), manage high-volume client tickets, and execute live tracking protocols to ensure every virtual learning session reflects our commitment to educational excellence. Core Responsibilities 1. Frontline Communication & Ticket Management Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time. Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity. Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM. Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges. 2. Live Session Monitoring & Rapid Recovery Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time. Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes. Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy ). Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines 3. Incident Documentation & Quality Assurance Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status . Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement. Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions. Requirements Education: Bachelor’s degree in Education, Business Administration, or a related field. Experience: 3–6 years of experience, with a minimum of 2 years specifically in remote EdTech operations, customer care, or quality monitoring systems. Remote Experience: Minimum of 2 Years in a remote setting. Technical Stack: Hands-on proficiency with Zoho One tools (Desk, Socials, CRM, Cliq, Sheets) and virtual learning environments (MeritHub, Google Classroom, Google Meet). Infrastructure (Non-Negotiable): Functional laptop/computer with a clear webcam, working speakers, and microphone. Dedicated noise-canceling headset. Quiet, distraction-free home office setup. Stable high-speed internet connection ( Minimum 25 Mbps upload/download). Reliable power backup system ensuring 100% availability across all shift hours. Benefits ₦200,000 monthly gross salary Performance Bonuses 14 working days annual leave A dynamic, collaborative, and innovative work culture. Career growth opportunities and professional development support. Flexible work hours; 5 weekly shifts per week