Client Support Specialist

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Naijatutors Konnect

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

📚 Education

🏪 Marketplace

👥 B2C

Education • Marketplace • B2C

Naijatutors Konnect is an online tutoring platform that provides live virtual private and group classes for children, covering core academic subjects (mathematics, languages, sciences, test preparation) and skills-based programs (coding, web design, public speaking, culinary creators, handwriting mastery). The service matches vetted tutors to students, offers tailored learning plans, flexible scheduling, and progress monitoring to improve academic outcomes and confidence. Naijatutors Konnect positions itself as a student-facing education provider focused on accessibility, affordability, and measurable results.

📋 Description

• Frontline Communication & Ticket Management • Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time. • Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity. • Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM. • Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges. • Live Session Monitoring & Rapid Recovery • Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time. • Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes. • Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy). • Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines • Incident Documentation & Quality Assurance • Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status. • Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement. • Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.

🎯 Requirements

• Bachelor’s degree in Education, Business Administration, or a related field. • 3–6 years of experience, with a minimum of 2 years specifically in remote EdTech operations, customer care, or quality monitoring systems. • Minimum of 2 Years in a remote setting. • Hands-on proficiency with Zoho One tools (Desk, Socials, CRM, Cliq, Sheets) and virtual learning environments (MeritHub, Google Classroom, Google Meet). • Functional laptop/computer with a clear webcam, working speakers, and microphone. • Dedicated noise-canceling headset. • Quiet, distraction-free home office setup. • Stable high-speed internet connection (Minimum 25 Mbps upload/download). • Reliable power backup system ensuring 100% availability across all shift hours.

🏖️ Benefits

• ₦200,000 monthly gross salary • Performance Bonuses • 14 working days annual leave • A dynamic, collaborative, and innovative work culture. • Career growth opportunities and professional development support. • Flexible work hours; 5 weekly shifts per week