Customer Support Manager for My Free Course

Jobs Help For companies

Post a job

Job board My Free Course

Customer Support Manager

Work location: Asia

Work arrangement: Remote

Salary range: IDR 10,000,000 - IDR 15,000,000

Skills:

Critical Thinking

Communication

Big 5 (OCEAN)

Motivation

About Us:

My Free Course is a UK-based company partnering with colleges to help learners access free-funded courses. We wish to recruit a dynamic and results-oriented individual to join our team. The ideal candidate will have a proven track record in business/business management and be passionate about driving growth and innovation. This role will report to the operations manager and will take responsibility for the running of the Support Department.

Job Overview:

As the Support Manager at My Free Course, you will work full-time (40 working hours per week) on a pre-agreed shift pattern that may include weekend coverage. Reporting directly to the Operations Manager, you will be responsible for a variety of tasks designed to ensure the smooth and efficient processing of learner applications. You will oversee, manage, and deliver contracts to our college partners/stakeholders and help drive the daily operations of the Support Department.

Key Responsibilities:

Reporting to the Operations Manager on a weekly basis to deliver departmental performance and progression updates; Assume responsibility and accountability for: the Support department’s performance and progression outcomes, by driving changes in the team to support these outcomes.

Responsibilities:

Oversee and manage day-to-day operations of the Support Department.
Develop and implement strategic plans to achieve organisational objectives.
Collaborate with cross-functional teams to ensure efficient workflow.
Analyse data and metrics to identify areas for improvement.
Document/policy Creation.
Make sound decisions and solve complex problems.
Setting KPI metrics / improving upon SOPs and workflows.

Performance and progression of the entire Support Team:

This is inclusive of setting and monitoring individual and team goals, the development and implementation of:

360 performance reviews
Performance improvement plans
Leading departmental training and development initiatives.
Recruitment
Disciplinary and escalation
The exiting of people with inconsistent performance.

Drive changes in the areas below:

Boosting team cohesion
Productivity
Culture

Implementation of incentives:

Bonuses
Developing and implementing performance improvement plans.
Internal/external Communications

Infrastructure Requirements:

Internet speed: Minimum 30 Mbps.
Computer: Minimum Windows 10 with 8 GB RAM.

Software/tools:

Utilising tools such as the My Free Course Backend, GoHighLevel, Google Suite, and Microsoft 360 to keep records, create reports and generate an accurate and current overview of the support workflow.
Ensuring the implementation of secure handling and storage practices and the deletion of sensitive information in accordance with UKGDPR laws.
Reporting all operational/system faults when they arise to the In-house Website Developer -in critical situations the Operations Manager.
Answering all managerial queries via email, telephone, My Free Course Backend platform from college partners/stakeholders, applicants, and the wider My Free Course team.
Create and manage documents as needed to support operations and communication with the management team, college partners/stakeholders, and your internal team workflow.
College partners/stakeholder communication

Liaise with all enrolment services/external cross-functional teams:

Addressing issues within the departmental remit that may arise during the application/contract life cycle, software issues, or process updates.
Sign-posting sensitive caseloads.
Attending onboarding and all online meetings requested by college partners/stakeholders.
Maintenance of established professional connections and cultivating new relationships with college partners/stakeholders.
Follow-up and/or finding a resolution to issues raised within your managerial remit.
Staying informed and updated with policy changes pertaining to the UK government inclusive of: ❖ immigration law ❖ educational policy ❖ governmental funding requirements.

My Free Course Senior Management Team

Liaise with fellow managers:

Building and maintaining a professional relationship and communication strategies while working with fellow managers.
Working with the Operations Manager and Call Team Manager to develop and implement the Company's Support strategy.
Maintain regular communications to discuss College/stakeholder issues, planning support team deliverables -addressing any: Queries, Updates & Changes
Daily Operations Support: Assist with any additional tasks necessary to ensure the smooth running of the business as directed by the Operations manager and/or CEO.
Additional Services: Provide any additional services that may be mutually agreed upon between all parties.

Person Specification

Core Competencies:

Leadership: Proven ability to lead and motivate a high-performing team.
Tech-savvy
Analytical Skills
Problem-solving with a proactive approach to resolving issues.
Innovative
Strong verbal and written communication skills in English (non-negotiable)
Adaptable and flexible
Strong communicator

Skills

Strong leadership
Cross-cultural communication
Project management
Virtual team management
Excellent organisational skills and attention to detail.
Strong problem-solving skills with a proactive approach to resolving issues.

Personal Attributes:

Results-oriented: A strong focus on achieving goals and driving positive outcomes.
Resilient: Ability to remain calm and focused under pressure.
Adaptable: Willingness to embrace change and learn new skills.
Customer-centric: A genuine commitment to providing exceptional customer service.

Qualifications/Experience:

Desired Experience:

Bachelor's degree or equivalent (preferably in the field or business or related field)
Minimum 5 years of experience managing support teams in a fast-paced environment
Proven track record of meeting or exceeding performance metrics.
Experience working with a variety of support technologies and tools.
Familiarity with industry best practices and standards for management.
proven experience in a team management role and/or higher.
Experience working remotely
Ability to manage a remote team efficiently while prioritising tasks and meeting deadlines.
Experience in Google Workspaces and Microsoft Software (Word, Excel and Powerpoint)
Understanding of KPIs and performance management
Experience/proficiency in using CRM systems or similar customer management software.
Experience in Google Workspaces and Microsoft Software (Word, Excel and Powerpoint

What We Offer:

Full-time, remote work with a supportive and collaborative international team.
25 paid annual leave days, and 1 birthday leave.
Health allowance.
Annual meetup - offline.
Professional development opportunities.
Job Type: Fixed-term contract
Contract length: 6 months - will be renewed with Performance Review result
Pay: Within the Range of IDR 10 million to 15 million. Starting salary is offered based on experience at induction. Over 3 months, there will be an incremental increase based on performance till the final agreed salary is reached.