Customer Service Manager

Customer Service Manager
Remote - Salary Range: $1500-$2000 - Schedule: Monday, Wednesday and Friday 6 PM to 2 AM Lebanon time + Saturday and Sunday : starting 2:30 PM

Company Overview

The company is a student-centered test preparation and tutoring organization serving families who want clear pathways, structure, and measurable results. It offers small-group classes and one-on-one tutoring for competitive exams and academic subjects, with a strong track record helping students excel on standardized tests and gain admission to selective programs. Programs are designed with families in mind—organized schedules, clear communication, and consistent support.

You’ll find a high-energy, mission-driven team that cares deeply about student outcomes and parent experience. The culture values ownership, responsiveness, and thoughtful problem-solving. If you enjoy education, fast-paced teamwork, and making a direct impact on families, this is a great place to grow.

Mission

We are seeking a remote Customer Service Manager to serve as the steady, trusted point of contact for families, tutors, and staff by fully managing our parent inbox—particularly during busy weekend operations from Friday evening through Saturday night while the CEO is offline. In this role, you will answer inquiries regarding classes and schedules, coordinate makeups, handle registration and payment links, and exercise calm, sound judgment within company policies to resolve time-sensitive issues. To keep operations moving smoothly as we scale, you will utilize AI drafting tools to review, personalize, and send high-volume email responses efficiently, while also maintaining clear trackers, templates, and streamlined processes. If you excel at staying organized under pressure, writing warm and clear communications, and solving problems to make life easier for busy parents, you will thrive in this position.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence. You’ll be the go-to contact for families and staff and will keep our operations crisp, calm, and well-documented.

• Own the parent inbox and reply quickly, clearly, and warmly to a high volume of emails each day
• Handle common requests: makeups, program details (classes, schedules, start dates, pricing), and parent check-ins on student progress
• Send registration and payment links; coordinate with tutors and office staff when a request needs their support
• Escalate complaints, refunds, program recommendations, private tutoring packages, and missing materials to the CEO
• Use AI drafting tools (e.g., Claude) to prepare replies; review, edit, and send every email with accuracy and empathy
• Serve as the main point of contact from Friday evening through Saturday night; handle class questions, makeups, schedule changes, tutor call-outs, and urgent parent issues using the playbook
• Line up substitute tutors when needed and communicate changes promptly to families and staff
• Make sound, calm decisions within company policies when something can’t wait for escalation
• Leave a concise Saturday night handoff summary for the CEO with what happened and what needs follow-up
• Track open requests, prioritize urgent items, follow up on time, and keep clear internal notes
• Spot repetitive tasks and help create tools (trackers, checklists, templates, request forms, dashboards) that streamline workflows
• Keep the customer service playbook, templates, and processes documented and easy for the team to follow
• Learn the company’s exams, programs, schedules, pricing, and policies and explain them accurately to families
• Maintain strict confidentiality of family and student information and work only from the company email account (NDA required)

Qualifications

• Years of Experience: 3+ years in customer service or operations; education/tutoring experience is a plus
• CRM Tool: Not required
• Softwares: Outlook, Microsoft 365, Google Sheets or Excel, AI drafting tools (Claude/ChatGPT); help desk or CRM tools a plus
• Industry Knowledge Required: Test preparation, K–12 tutoring/academics, and parent-facing communication in education

Skills & Competencies

• Outstanding written English: warm, clear, and professional tone with impeccable grammar
• High-volume email management with excellent prioritization and follow-through
• Strong customer service instincts: patient, solutions-oriented, and empathetic with stressed parents
• Sound judgment and independence; knows what to handle vs. escalate, stays steady under pressure
• Adaptability to changing schedules, new tools, and shifting priorities without losing quality
• Organization and systems thinking; builds templates, trackers, and simple processes that scale
• Tech comfort with Outlook/Microsoft 365, spreadsheets, and AI tools
• Discretion and reliability, especially when handling information about minors

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Ability to use Outlook/Microsoft 365 and Google Sheets/Excel
• Comfortable using AI drafting tools (Claude/ChatGPT)
• Secure, private environment to maintain confidentiality; work only from a company email account

Position Description

• Working Hours: Full-time hours during Beirut Time (GMT+3). Specific schedule to be confirmed.Monday, Wednesday and Friday 6 PM to 2 AM Lebanon time + Saturday and Sunday : starting 2:30 PM
• Working Days: 5 days a week
• Days Off: Tuesday and Thursday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): You may request time off anytime with advanced notice
• Salary Range:$1500-$2000