Job description for Customer Service at TeenUp
We are looking for a Customer Success Executive (Foreign Markets) to accompany, support, and deliver exceptional experiences for parents and students in foreign markets. In this role, you will act as the key bridge between customers and internal teams including Class Operations, Mentors, and Product - to boost Customer Satisfaction (CSAT) and drive retention/renewal rates.
Key Responsibilities
Customer Onboarding & Retention:
- Welcome and onboard new parents/students after enrollment: assist with account activation, class scheduling, and platform navigation.
- Provide ongoing support and handle inquiries via Email, WhatsApp, Zalo, Messenger, or market-specific communication channels.
- Track student learning progress (attendance consistency, academic improvement, subscription expiration) and proactively intervene when churn risks are identified.
- Manage sensitive feedback, complaints, and refund requests; coordinate closely with Mentors and Class Ops to resolve issues quickly and effectively.
- Proactively engage customers prior to subscription expiration to guide learning pathways and support plan renewals.
- Customer Insights & Reporting:
- Collect and document customer feedback, needs, buying motivations, and churn reasons across assigned target markets.
- Compile weekly/monthly insight reports; analyze data to propose actionable improvements for product features, pricing strategies, content, and operational workflows.
- Conduct CSAT surveys and short customer interviews.
Cross-functional Collaboration:
- Partner with international Sales teams to stay aligned on new customer details, expectations, and seamless Onboarding/Demo scheduling.
- Collaborate with Class Ops, Mentor Academy, and Product/Tech teams to resolve issues regarding schedules, time zones, teaching quality, or app bugs.
- Maintain accurate and up-to-date customer records on CRM/LMS platforms.
Candidate Requirements
Must-Have:
- Language Proficiency: Strong written and spoken English. IELTS 6.5+ or equivalent is a strong advantage.
- Experience: Minimum 2 year of experience in Customer Success, Customer Support, International Customer Service, or similar roles.
- Service Mindset: Patient, empathetic, proactive, and skilled at handling sensitive situations with parents professionally.
- Analytical Skills: Ability to summarize information, write concise reports, and identify core issues from customer feedback.
- Work Flexibility: Willingness to work in shifts aligned with customer time zones when required.
Nice-to-Have:
- Prior experience in Education, EdTech, or customer-facing services targeting parents and students.
- Understanding of parent psychology and culture in the US, Philippines, or Thailand; proficiency in Thai is a major plus.
- Familiarity with CRMs, ticketing/chat platforms (Intercom, Zendesk), WhatsApp Business, and Google Workspace (Sheets, Docs).
Benefits
- Proposed Salary: 15,000,000 – 20,000,000 VND / month (Negotiable based on experience and capacity) + Performance Bonus (KPIs).
- Dynamic, international working environment using English daily.
- Opportunities for career advancement and growth within the EdTech industry.
- Competitive salary, negotiable based on ability, with a performance bonus
- Transparent salary and level increase roadmap — performance review every 3 months
- Full social insurance, health insurance, and company benefits in accordance with the labor law: 12 days of paid leave/year, 90 minutes of menstrual leave/month
- Strong learning culture: onboarding, Monthly Learning & Sharing sessions, Builder Forum, and a personal Learning Hub
- Internal bonding: weekly happy hour, quarterly team building, year end party, and a rotating pantry menu
- A young, ambitious, and deeply human team united by the mission to create real value for children and families
Location
Hà Nội: số 61E Đê La Thành, Đống Đa, Phường Láng (Phường Láng thuộc quận Đống Đa cũ)
Work Schedule
Thứ 2 - Thứ 6 (từ 08:00 đến 17:00)
Thứ 7 (từ 08:00 đến 12:00)
