Team Manager (Customer Service + Sales)

Responsibilities
Manage the Customer Success Specialists (a.k.a. Learning Advisors), who are responsible for serving as the major touchpoint for parents/students through the whole subscription period; motivating students to achieve academic success and cultivate good learning habits; communicating frequently with parents to improve their child's learning experience; providing exceptional customer service and address customers' queries in a timely manner.

Lead the whole Customer Success team to achieve monetisation results of existing customers, including user activity rate and renewal ARR.

Build a strong and target-oriented team with excellent customer services and sales skills , through management and training.

Build up a scalable methodology for driving high performance in the Customer Success Specialists; lead a strong team to a consistently scalable level.

Work with product managers and business analysts to provide insights and implement solutions to drive higher team performance.

Work Details
4 Weekdays + 1 Weekend

Working hours: 12PM to 9PM (Weekdays), 10AM to 7PM (Weekend)

Onsite for all working days

Office located at Jalan Stesen Sentral 2, Kuala Lumpur Sentral, 50470 Kuala Lumpur

Attractive quarterly commission scheme based on KPI performance

Qualifications
3 to 5 years of Customer Success and/or Sales (Farmer type) or similar experience. In addition, minimally 1 year of managing or leading a large team of employees (at least 5 to 10)

Excellent communication skills and a good command of English as well as Mandarin to effectively communicate with Mandarin-speaking clients.

Target driven, data driven, good analytic skills, familiar with sales/customer service enablement tools such as CRM

High energy, passionate, aggressive to drive higher performance for the team

Highly self-motivated with the ability to work fast and smart independently

Logical, quick learner, deeply empathetic of the customer

Basic analytical skills are required, familiar with excel for basic data analysis

Experience in education tech is preferred but not compulsory

A good degree is highly advantageous