Job Purpose:
needed, ensuring a satisfaction rate of 90%+, and growing the business through referral
To directly lead and actively deliver an excellent learner experience at EIY. This is a hands- on
leadership role responsible for managing the CS team, personally supporting learners when
relationships.
Key Responsibilities:
1. Direct Learner Support & Relationship Building (Hands- on tasks)
• Personally handle care calls, onboarding sessions, and key touchpoints with learners.
• Respond directly to learner inquiries, complaints, or special cases with empathy and
solutions.
• Record and track learner needs, preferences, and histories to personalize their journey.
• Follow up with learners after class to ensure satisfaction and open doors for referrals.
Referral Growth & Retention Activation
• Build genuine connections with learners to encourage organic word- of- mouth.
• Follow up with referred contacts to support Sales conversion.
• Personally invite satisfied learners to join referral or loyalty programs.
• Track and manage referral lead data in coordination with Sales and Marketing.
Department Management & Team Coaching
• Set weekly plans and lead daily huddles or check- ins.
• Train, support, and supervise a small CS team or assistant(s).
• Review team interactions (messages, calls, chats) to ensure tone and service meet
standards.
• Provide hands- on coaching to team members through side- by- side support.
Process Execution & Improvement
• Ensure smooth execution of all CS procedures: care calls, feedback collection, issue
resolution, referral follow- up, etc.
• Maintain and improve SOPs for key service moments (e.g. placement support,
cancellation policy, complaint handling).
• Coordinate closely with Academic and Ops teams to ensure a smooth learner
journey.
• Update CRM or learner database systems to ensure accurate tracking and reports.
Reporting & KPI Management
• Monitor and report on CS KPIs weekly/monthly: learner satisfaction, referral lead
count, issue resolution time.
• Share insights and stories with the broader team to improve EIY&039;s offerings.
• Analyze trends in feedback to propose learner experience improvements.
