Virtual Customer Service

1 day ago

Manila, National Capital Region, Philippines Genie Academy Full time $40,000 - $60,000 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

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