Head of Community [Eng]
Band 3
About Refocus
Refocus is a remote-first Edtech company with more than 100 employees in more than 10 countries all over the world. We help people in the South Eastern Asia to get an IT profession and get employed in 6 months. We launched in January 2022 in the Philippines and Indonesia and already reached >$400k MRR and more than 1500 students.

We plan to launch 10 professions and reach $1 mln MRR until the end of the year.

Refocus is for those who want to contribute to building an ultimate Edtech unicorn in Asia.
Why we need community
Community is one of the key product features at Refocus. Not many edtech companies are focused on building trustful and meaningful relationships with students - but we do. Our students decide to change their lives and careers, this is a hard decision, so we need to support and encourage them during the whole period of studies.

That is why we are looking for the Head of Community - an experienced leader who will build together with us best customer service in edtech.

What does “best customer service” means for us?
  • We are customer-focused company. Our main target is to help find our students a job after our courses.
  • Extra care about our students beyond the limits of traditional customer service. We really focus on assisting our clients to finish their studies despite all external factors like tough work, family routine etc.
  • We are fast and comprehensive in answering all students questions. We want to reach as shortest SLA as possible.
  • Our customer care is so cool that students share their experience in social networks and among friends and family.
  • Each point of contact with the company is amazing. NO to bureaucracy, complex UX and boring procedures.
Must have requirements:
  • 5+ years of experience in customer support/success/community management.
  • Being obsessed with a customer-focused approach to work.
  • Experience of managing 30+ people in the team.
  • Experience of building multi-lingual customer support teams.
  • Deep knowledge of customer support metrics.
  • Experience of working in startup/tech company.
  • English B2 or higher.
Nice-to-have requirements:
  • Experience in edtech or any other background in education.
  • You know how to build great customer experience in Discord.
  • Experience in South Eastern Asia.
What you are going to do:
  • Build the best customer success department in edtech all over the world.
  • Be responsible for community development strategy.
  • Set up all necessary processes and guidelines necessary for scaling.
  • Managing a team of 20 (80 until the end of the year).
  • Grow and develop leaders of community teamleads.
  • Set up KPI and analytics for the team.
  • Hire top talents in South Eastern Asia.
What we offer:
  • Opportunity to get unique experience of building a unicorn company from scratch.
  • Remote work or hybrid in our offices at Cyprus, Jakarta, Manila, Bali.
  • Fair compensation for your work + bonuses.
  • Free access to all of our products.
Contacts:
Igor Gurovich (co-founder)
telegram: igorgurovich
igor@refocus.me
Get in touch with us:
TIN: 602-900-516-00000
SEC: 2021090024799-07
Refocus E-learning Philippines Corp.