Customer Support Manager

Company Description ZumratulQuran is a global online platform dedicated to making Quran learning accessible, flexible, and engaging for learners of all ages. Since its founding in 2021, the organization has grown from a small initiative into a reputable provider of quality Quranic education with certified instructors worldwide. The platform offers personalized learning methods that help students improve their recitation skills and deepen their understanding of Islamic teachings. Between 2022 and 2024, ZumratulQuran expanded its course offerings and introduced innovative features to enhance the online learning experience. Today, the platform supports over 10,000 enrolled students, reinforcing its role as a leading provider of Quranic education globally.
Role Description This is a full-time remote role for a Customer Support Manager at ZumratulQuran. The Customer Support Manager will oversee day-to-day support operations, including managing support agents, monitoring response quality, and ensuring timely resolution of learner inquiries. Responsibilities include handling escalated cases, optimizing support processes, and using analytics to track performance and identify areas for improvement. The role involves collaborating with academic and technical teams to address recurring issues, update support documentation, and enhance the overall learner experience. The Customer Support Manager will also play a key role in maintaining high levels of customer satisfaction and aligning support practices with the platform’s educational mission.
Qualifications

• Candidates should possess strong Customer Support and Customer Service skills, with experience managing support teams or operations.
• Candidates should possess a focus on Customer Satisfaction, including the ability to design and monitor feedback processes and quality standards.
• Candidates should possess solid Technical Support capabilities, with the ability to troubleshoot common platform and user issues in an online learning environment.
• Candidates should possess Analytical Skills to interpret support metrics, identify trends, and propose data-driven improvements.
• Relevant qualifications include experience in online education or SaaS environments, excellent written and verbal communication, proficiency with support tools (e.g., ticketing systems, live chat), and strong organizational and time-management abilities.
• A bachelor’s degree in business, communications, education, or a related field, or equivalent practical experience, is preferred.
• Ability to work effectively in a remote, multicultural setting and availability to support learners across different time zones are highly beneficial.