Client Support Specialist

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Frontline Communication & Ticket Management

• Omnichannel Ticket Management: Address support queues across calls, WhatsApp, Zoho IM, and Zoho Desk, ensuring a First Response Time of under 5 minutes.

• Proactive Post-Call Follow-Ups: Send a required summary text to the parent/client after each call (whether successful or unsuccessful) to eliminate any confusion.

• Overnight Coverage: Review and acknowledge all overnight incoming messages by a maximum cutoff time of 10:00 AM.

• Schedules & Cancellations: Manage the complete coordination of make-up classes, actively involving Session Monitors to assist during processing surges.

• Live Session Monitoring & Rapid Recovery

• Real-Time Class Audits: Monitor live schedules to guarantee that tutors and learners join promptly.

• Intervene in live session disruptions within 3 minutes and execute emergency classroom migrations within 10 minutes.

• Student Absence Protocol: Implement the step-by-step absence checklist (contacting parents, confirming status, and administering the Cancellation & Make-Up Class Policy).

• Tutor Compliance Follow-Ups: Supervise outstanding tutor session logs daily and issue mandatory reminders for completion within specified timelines.

• Incident Documentation & Quality Assurance

• Fixed Logging Format: Adhere to a strict "No Free-Style Comments" policy. Every incident must be documented as a NOTE and supplemented by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status.

• Shift Video Audits: Review and assess exactly two (2) pre-recorded sessions per shift to evaluate tutor strategy and classroom engagement.

• Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.

⛳️ Requirements

• Bachelor’s degree in Education, Business Administration, or a related field.

• 3–6 years of experience, including a minimum of 2 years specifically in remote EdTech operations, customer care, or quality monitoring systems.

• At least 2 years of experience in a remote setting.

• Proficiency with Zoho One tools (Desk, Socials, CRM, Cliq, Sheets) and virtual learning environments (MeritHub, Google Classroom, Google Meet).

• Functional laptop/computer equipped with a clear webcam, working speakers, and a microphone.

• A dedicated noise-canceling headset.

• A 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 of annual leave

• A dynamic, collaborative, and innovative work culture.

• Opportunities for career growth and professional development support.

• Flexible work hours; 5 weekly shifts per week