Head of Customer Support
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.
Your future responsibilities
  1. Managing current customer support team in the Philippines and Indonesia.
  2. Setting up scalable operations for home assignments check up:
  • Operate under 24h SLA.
  • Efficient distribution of homeworks among mentors.
  • Quality control for mentors’ feedback.
  • Regular feedback from students to mentors.
3. Setting up scalable operations for answering student questions in Discord:
  • Operate under SLA.
  • Efficient distribution of questions among mentors.
  • Stick to our tone of voice.
  • Building FAQs.
  • Quality control for mentors’ answers.
  • Regular feedback from students to mentors.
4. Implement technical infrastructure for customer support.
5. Set up analytics for customer support.
6. Hiring and managing team of customer support managers.
7. Hire and grow from existing employees teamleads.
8. Set up scalable onboarding process and certification for newbies.
9. Planning of customer support department resources and budget according to Refocus finance model.
Requirements
  1. 4+ years of experience as a head of customer support (ideally in an edtech company).
  2. High excellence in operations (incl. building user-friendly processes and guidelines).
  3. Experience of managing 30+ direct employees.
  4. Proved track record of building scalable team/department in the company.
  5. Excellent communication and soft skills.
  6. Experience of working in startup/fast-growing tech company.
  7. English C1+.
What we offer
  • Unique opportunity to be part of the team which is building a unicorn company in edtech in Asia.
  • Full-remote or hybrid work in our offices in Cyprus, Tbilisi, Jakarta, Manila or Bali.
  • Fair compensation for your work.
  • 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.