Client Support Specialist..

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.
  

• 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.
  

• ₦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