Job description for Customer Service Leader at TeenUp
About TeenCare
TeenCare is a Southeast Asia-based AI-powered EdTech platform helping families support their teens' learning and development. We combine 1-1 mentorship, life-skills coaching, and AI-driven insights to give parents a clearer picture of their child's growth — and to walk alongside families, not just deliver a service. Our Product Delivery Center (PDC) is the team that brings this experience to life every day for families across Vietnam, the Philippines, and beyond.
About the role
You'll lead the frontline team that families turn to when they have a question or a concern. Your job is to make sure every family gets a fast, warm, and effective response — every time.
What you'll do
- Manage and coordinate the customer service team across chat, messaging, and hotline channels.
- Keep response and resolution times fast and consistent, so families never feel left waiting.
- Track satisfaction scores daily/weekly, and dig into what's driving any dips.
- Coach the team on how to respond with empathy and resolve issues (including refunds) smoothly.
- Help build and maintain clear playbooks for common support situations.
- Report regularly on how the support team is performing.
Who you are
- At least 2 years managing a customer service team, ideally with experience in chat/messaging tools like Intercom.
- Strong problem-solving skills and comfort managing service-level targets.
- Steady under pressure, with a high volume of conversations across multiple channels.
- Good at English
- Data-driven and service mindset
- Have exeperiences in edtech or education business is a strong plus
Why join TeenCare
- Competitive salary and performance bonus
- Annual company trip and team-building activities.
- Paid annual leave in accordance with labor regulations.
- Menstrual leave for female employees.
- Be part of a fast-growing AI-powered EdTech company shaping how families in Southeast Asia support their teens.
- Work alongside a close-knit, mission-driven team that treats mentorship as a genuine partnership with families, not a transaction.
- Real ownership and room to grow as the team scales across Vietnam, the Philippines, and new markets.
