Virtual Support Partner

5 days ago

Manila, National Capital Region, Philippines beBeeCustomer Full time

About the Role

At Genie Academy, we're looking for a Virtual Customer Service & Success Coordinator to be both the friendly first point of contact for parents and the proactive partner who ensures families get the full value of our services.

Job Description

This role combines customer service (scheduling, answering calls, resolving issues) with customer success (proactively engaging families, reducing churn, and driving retention). You'll ensure every parent feels supported, informed, and delighted throughout their journey with us.

Key Responsibilities
  • Customer Service
  • Manage new enrollments, class changes, reschedules, and cancellations.
  • Answer and return parent phone calls, emails, and messages with warmth and professionalism.
  • Handle scheduling or account concerns quickly and accurately.
  • Customer Success
  • Proactively reach out to parents at key milestones (after assessments, early progress updates, renewals, etc.) to reinforce value.
  • Identify families at risk of discontinuing and intervene early with solutions.
  • Guide parents on how to make the most of our services (homework, conferences, online resources, etc.).
  • Track parent feedback and student progress to ensure every family sees measurable improvement.
Requirements
  • Prior customer service or customer success experience (education or tutoring a plus).
  • Excellent phone and written communication skills.
  • Ability to multitask across scheduling, calls, and proactive outreach.
  • Familiarity with CRM or ticketing systems (training provided).
Benefits
  • Competitive hourly pay, commensurate with experience.
  • Remote, flexible work environment.
  • Growth opportunities within our expanding team.
  • Eligible for performance-based bonuses tied to retention and customer satisfaction.

To apply, send your resume and a short note on why you'd be a great fit for this role.

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