Virtual Customer Service

5 days ago

Manila, National Capital Region, Philippines Genie Academy Full time ₱150,000 - ₱250,000 per year

About Genie Academy

At Genie Academy, we help children unlock their true potential through Abacus Math, Common Core Math, Reading, Writing, and Coding. Parents trust us not just for academic success, but also for building confidence and lifelong learning habits.

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 Genie Academy.

Role Purpose

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 Genie Academy journey.

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 Genie Academy (homework, conferences, online resources, etc.).
  • Track parent feedback and student progress to ensure every family sees measurable improvement.
  • Retention & Churn Reduction
  • Use de-escalation skills to calm concerns and rebuild parent confidence.
  • Suggest improvements based on recurring parent issues or patterns.
  • Collaborate with coaches and managers to deliver accurate progress updates and solutions.
What Success Looks Like
  • Parents consistently describe their experience as warm, supportive, and valuable.
  • Student attendance and retention rates increase due to proactive communication.
  • Churn is reduced through early intervention and strong relationship-building.
  • Calls, tickets, and requests are resolved promptly, with minimal escalation.
  • Families feel they're getting the full value of Genie Academy at every stage.
Qualities We're Looking For
  • Warm, personable communicator who builds trust with parents.
  • Independent problem solver who takes ownership of issues.
  • Skilled in de-escalation and turning a frustrated parent into a satisfied one.
  • Highly organized, able to multitask and prioritize deadlines.
  • Proactive doesn't just wait for calls but engages families along their journey.
  • Team player who collaborates with managers and coaches.
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).
Compensation & Benefits
  • Competitive hourly pay, commensurate with experience.
  • Remote, flexible work environment.
  • Growth opportunities within Genie Academy's expanding team.
  • Eligible for performance-based bonuses tied to retention and customer satisfaction.
  • Access to Genie Academy employee benefits program (student loan reimbursement, health reimbursement, paid time off etc., depending on hours).

To Apply:

Send your resume and a short note on why you'd be a great fit for a parent-facing success role at Genie Academy

  • Real Estate Virtual Assistant

    1 week ago

    Manila, National Capital Region, Philippines Atlas Virtual Support Full time ₱25,000 - ₱60,000 per year

    Company DescriptionAtlas Virtual Support was founded by former Compass marketing and operations leaders to provide quality, reliable, and affordable support for real estate agents. By outsourcing non-dollar productive tasks to a VA specializing in supporting agents, Atlas helps agents do more business without doing more work. The company is based in Makati...

  • Medical Virtual Assistant

    3 days ago

    Manila, National Capital Region, Philippines Virtual Rockstar Full time

    This is a remote position.Virtual Rockstar is seeking a highly organized, detail-oriented, and proactive Medical Virtual Assistant (VA) who can serve as the right hand to a busy solo therapist. You'll be responsible for ensuring day-to-day operations run smoothly, patients feel supported, and nothing falls through the cracks—especially while the therapist...

  • Virtual Medical Scribe

    24 hours ago

    Manila, National Capital Region, Philippines Medical & Business Virtual Assistants 24-7 Full time ₱900,000 - ₱1,200,000 per year

    Company Overview:We are a company built on trust and loyalty. MBVA 24/7 started in 2018 and has continuously fostered skilled and talented Virtual Assistants for many clients. Our team of virtual assistants provides services all over the US, and we sure won't be stopping there Our main office is located in Arizona and Manila. We have a legion of virtual...

  • Virtual Medical Scribe

    1 day ago

    Manila, National Capital Region, Philippines Medical & Business Virtual Assistants 24-7 Full time

    Company Overview:We are a company built on trust and loyalty. MBVA 24/7 started in 2018 and has continuously fostered skilled and talented Virtual Assistants for many clients. Our team of virtual assistants provides services all over the US, and we sure won't be stopping there Our main office is located in Arizona and Manila. We have a legion of virtual...

  • AI Product Development Virtual Assistant

    5 days ago

    Manila, National Capital Region, Philippines Level 9 Virtual Full time $104,000 - $130,878 per year

    About Us: We are a fast-growing company building innovative AI-powered solutions. We're looking for highly motivated and skilled Virtual Assistants who can support AI product development, from research to testing, implementation, and continuous improvement. You will work directly with leadership to help launch and optimize AI tools and workflows.Key...

  • Customer Service Specialist

    5 days ago

    Manila, National Capital Region, Philippines Virtual Coworker Full time

    • Answer inbound calls, emails, and text messages from clients.• Communicate daily with Spanish-speaking employees and English-speaking clients.• Manage spreadsheets using Google Sheets.• Report daily updates to the manager.Must Haves:• Fluent in Spanish and English (strong focus on English communication skills, as this is client interfacing).•...

  • Medical Virtual Assistant

    1 day ago

    Manila, National Capital Region, Philippines Medical & Business Virtual Assistants 24-7 Full time $70,000 - $120,000 per year

    Company Overview:We are a company built on trust and loyalty. MBVA 24/7 started in 2018 and has continuously fostered skilled and talented Virtual Assistants for many clients. Our team of virtual assistants provides services all over the US, and we sure won't be stopping there Our main office is located in Arizona and Manila. We have a legion of virtual...

  • virtual auditors

    3 days ago

    Manila, National Capital Region, Philippines Careers at Nova Virtual Solutions Full time ₱900,000 - ₱1,200,000 per year

    Company Description:Nova Tech Solutions is looking for a creative and Marketing Auditor to help manage and assist our clients. In this role, this is a full-time remote working set up role for an Auditor located in Metro Manila. The Auditor will be responsible for reviews and documentation for the clients. This position will be full remote work. The ideal...

  • Virtual Bridge International – Xero Bookkeeper

    2 weeks ago

    Manila, National Capital Region, Philippines VIRTUAL BRIDGE INTERNATIONAL PTY LTD Full time ₱1,200,000 - ₱2,400,000 per year

    About Virtual Bridge InternationalVirtual Bridge International (VBI) connects top-tier offshore professionals with Australian businesses.We specialise in Direct Hire and Skilled Hire placements, offering fully trained virtual assistants, bookkeepers, and administrators who integrate seamlessly with their clients' teams.We are currently seeking an experienced...

  • marketing virtual assistant

    1 week ago

    Manila, National Capital Region, Philippines Careers at Nova Virtual Solutions Full time ₱300,000 - ₱600,000 per year

    Company Description:Nova Tech Solutions is looking for a creative and Marketing Assistant to help manage and assist our clients. In this role, this is a full-time remote working set up role for a Marketing Assistant located in Metro Manila. TheMarketing Assistantwill be responsible for marketing campaigns and manage the generate forecast of the campaign for...