{"id":500642,"url":"https://alion.io/job/kodland-gcc-cs-manager","title":"GCC | CS Manager","company":{"id":2137,"name":"Kodland","domain":"kodland.org","url":"https://alion.io/company/kodland","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"C","score":67,"open_postings":56,"ghost_share":0.554,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Istanbul, Turkey"],"countries":["TR"],"hiring_countries":["TR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":47000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AmoCRM","optional":false},{"name":"Bitrix24","optional":false},{"name":"Freshdesk","optional":false},{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-07-26T22:04:14Z","employer_posted_date":"2026-07-26","last_verified_at":"2026-10-30T01:28:37Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":94},"description":"About Kodland\nKodland is an international online education platform helping children and teenagers develop coding, mathematics, digital design, and future-ready technology skills.\nThrough live online classes and project-based learning, students gain practical digital skills while building confidence, creativity, and problem-solving abilities.\nWe are now looking for an experienced Customer Service Specialist to join our GCC team and support enrolled families throughout their journey with Kodland.\nThe internal title for this role is Customer Service Manager (CSM). However, this is an individual-contributor position. You will manage customer relationships, requests, and cases-not a team of employees.\nWhat Will You Do?\nAs a Customer Service Specialist, you will support parents and students from the moment they join Kodland and help ensure that their learning experience remains smooth, clear, and positive.\nYour responsibilities will include:\nCommunicating with parents through phone, chat, and email\n\nWelcoming newly enrolled families and helping them understand the next steps\n\nSupporting customers with class access, schedules, logins, transfers, freezes, and general course-related questions\n\nFollowing up with families when students miss lessons or stop attending regularly\n\nUnderstanding the reason behind customer dissatisfaction and working toward a suitable solution\n\nHandling complaints calmly and professionally\n\nManaging refund requests and discussing possible alternatives with families\n\nNegotiating installment and payment-related solutions within company policies\n\nResponding to objections in a clear, empathetic, and solution-oriented way\n\nRecording all customer interactions and case updates accurately in CRM and helpdesk systems\n\nCoordinating with teaching, technical, finance, and operational teams when additional support is required\n\nTaking ownership of each case until the customer receives a clear resolution\n\nThe main goal of this role is not only to answer questions, but also to protect the customer experience, rebuild trust when problems occur, and help families continue their learning journey with Kodland.\nWorking Model\nThis is a fully remote, full-time position.\n40 working hours per week\n\nFive working days and two days off\n\nOne weekend day is included in the working schedule\n\nWork is organized through scheduled shifts\n\nRegular attendance and reliability are essential\n\nBecause customers depend on timely support, employees are expected to follow their assigned schedules consistently and remain available during their working hours.\nCompensation\nThe compensation package consists of:\n$185 fixed monthly salary\n\nUp to $50 monthly KPI bonus\n\nThe KPI bonus is based on measurable performance areas such as:\nCustomer satisfaction\n\nResponse and resolution time\n\nQuality of communication\n\nAccuracy of CRM and ticket updates\n\nSuccessful handling of complaints and customer concerns\n\nCompliance with internal processes\n\nTraining and Onboarding\nSuccessful candidates will complete a structured onboarding and role-training process before managing customer cases independently.\nThe onboarding process generally includes:\nIntroduction to Kodland and the customer journey\n\nCustomer communication standards\n\nCRM and helpdesk system training\n\nComplaint and objection-handling practice\n\nRefund and installment scenarios\n\nInternal policies and operational processes\n\nPractical cases and role-play sessions\n\nOngoing feedback and support will be provided by the Team Leader and the Customer Service team.\nWhat Does Kodland Offer?\n100% remote work\n\nExperience in an international EdTech company\n\nStructured onboarding and role training\n\nOngoing support and regular feedback\n\nExperience with international customers and teams\n\nDevelopment in customer service, retention, negotiation, and operations\n\nInternal career-growth opportunities for strong performers\n\nEmployee discounts on Kodland educational programmes\n\nRequirements\nMandatory Requirements\nFluent Arabic and English communication skills\n\nAt least 1-2 years of professional customer service experience\n\nPrevious experience handling customers through calls, chat, or email\n\nPractical experience with customer support or ticketing platforms such as:\nOmnidesk\n\nZendesk\n\nFreshdesk\n\nIntercom\n\nOr similar helpdesk systems\n\nPractical experience with CRM systems such as:\namoCRM\n\nBitrix24\n\nSalesforce\n\nHubSpot\n\nOr another comparable CRM platform\n\nStrong written and verbal communication skills\n\nConfidence in handling complaints and emotionally difficult conversations\n\nExperience responding to customer objections\n\nAbility to discuss refunds, cancellations, installments, and payment concerns professionally\n\nStrong negotiation and problem-solving skills\n\nAbility to remain calm, empathetic, and respectful under pressure\n\nStrong organization and attention to detail\n\nAbility to manage several customer cases and systems simultaneously\n\nAbility to document customer interactions accurately\n\nAvailability to work full-time for 40 hours per week\n\nAvailability to work one weekend day\n\nA personal laptop or computer suitable for remote work\n\nStable internet connection and a quiet working environment\n\nAbility to commit to Kodland as the primary professional role\n\nExperience That Will Be an Advantage\nExperience in one or more of the following areas will be considered an advantage:\nCustomer retention\n\nRefund prevention or cancellation handling\n\nBilling and installment support\n\nComplaint resolution\n\nCustomer success\n\nCall centres\n\nSubscription-based services\n\nOnline education or EdTech\n\nSupporting parents or family-oriented customers\n\nWorking with customer satisfaction or response-time KPIs\n\nCross-functional coordination with finance, technical, or operations teams\n\nYou May Be a Strong Fit If:\nYou enjoy helping customers solve real problems\n\nYou can listen carefully and identify the concern behind a complaint\n\nYou understand that customer service also requires ownership and follow-up\n\nYou are comfortable discussing sensitive topics such as refunds and payments\n\nYou can protect the customer relationship without making unrealistic promises\n\nYou communicate confidently while remaining respectful and empathetic\n\nYou can work independently and stay organized in a remote environment\n\nYou are comfortable being evaluated through service-quality KPIs\n\nYou are looking for a stable role where you can build long-term experience\n\nThis Role May Not Be Suitable for You If:\nYou prefer to transfer difficult cases instead of owning them until resolution\n\nYou are uncomfortable handling complaints, refunds, or payment discussions\n\nYou do not want to work on weekends\n\nYou find it difficult to follow fixed processes and document your work\n\nYou are looking for a temporary or short-term role\n\nYou have frequently changed jobs after very short periods and cannot clearly explain the reasons for those transitions\n\nYou are unable to commit consistently to a full-time remote schedule\n\nWe understand that career changes can happen for many valid reasons. Candidates should simply be prepared to explain short employment periods and demonstrate their interest in building a stable, long-term professional relationship with Kodland.","description_format":"text","description_chars":7206,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Turkey","iso":"TR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","STEM Education"],"lifecycle":[{"event":"open","at":"2026-09-07T09:30:24Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.3,"p_room":0.28,"age_days":94,"expected_fill_days":40,"reasons":["conf:2","stale_co","velocity","ghost","win:tail","crowd:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/kodland-gcc-cs-manager","json_url":"https://alion.io/job/kodland-gcc-cs-manager.json","meta":{"generated_at":"2026-10-30T04:12:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5721,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2137},"rest":"https://alion.io/mcp/rest/get_company?id=2137"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkodland-gcc-cs-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkodland-gcc-cs-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkodland-gcc-cs-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kodland-gcc-cs-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkodland-gcc-cs-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":500642}},{"tool":"search_jobs","arguments":{"company":"kodland.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":500642},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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