APAC Customer Support Specialist

• Serve as the first point of contact for students and parents across the APAC region
• Respond to customer inquiries by phone, email, and chat
• Handle billing, subscription, refund, and general course-information requests
• Log and manage support tickets in CRM systems and internal tools
• Troubleshoot issues and escalate complex cases to the appropriate teams
• Maintain a helpful, solution-focused tone in every message
• Identify recurring issues and share insights to improve processes and customer experience
• Support teammates, share best practices, and help onboard new colleagues

• Advanced or native English (C1/C2), with excellent written and spoken communication
• 6+ months of Customer Support experience
• Hands-on CRM experience is essential
• Smart and adaptive: you learn new tools and processes quickly
• A team player with strong interpersonal, organizational and problem-solving skills
• Comfortable working remotely and independently in a fast-paced environment
• Available to work 12:00 to 21:00 Sydney time (AEDT, GMT+11), with a 1-hour break, 5 days a week
• Nice to Have: Background in EdTech or online education
• Nice to Have: Experience mentoring or coordinating a team
• Nice to Have: Familiarity with key CS metrics (CSAT, SLA, resolution time)
• Nice to Have: Experience supporting customers in the APAC region
• All qualified applicants will need to complete an assessment task (about 2 hours)

• 100% remote work
• A collaborative, supportive international team
• Ongoing learning and training
• The chance to help shape the future of tech education for kids around the world