This is a remote position.
The Client Support Specialist plays a critical, dual-functioning role at Naijatutors Konnect that unifies front-line client communication with real-time live class coordination and quality assurance.
Operating within a rigid accountability framework, you will maintain our strict Service Level Agreements (SLAs), manage high-volume client tickets, and execute live tracking protocols to ensure every virtual learning session reflects our commitment to educational excellence.
Core Responsibilities
1. 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.
2. 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
3. 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
Education: Bachelor’s degree in Education, Business Administration, or a related field.
Experience: 3–6 years of experience, with a minimum of 2 years specifically in remote EdTech operations, customer care, or quality monitoring systems.
Remote Experience: Minimum of 2 Years in a remote setting.
Technical Stack: Hands-on proficiency with Zoho One tools (Desk, Socials, CRM, Cliq, Sheets) and virtual learning environments (MeritHub, Google Classroom, Google Meet).
Infrastructure (Non-Negotiable):
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
