Job Title: Customer Success Specialist - Private Tutoring Unit
Location: Riyadh
Working Hours: 2:00 PM - 10:00 PM to cater for student schedules.
About Us:
Do you want to join a startup that is changing the way students learn across our region? Are you excited to witness the thrill of building a hyper-growth tech company?
As we work towards this mission, Abwaab is looking for an experienced & passionate, impact-driven, and motivated individual who is bold, and has a growth mindset to drive our business forward in KSA.
Job Overview:
We are seeking a proactive and dedicated Customer Success Specialist to join our team. This role focuses on delivering exceptional service to students using our personal training (PT) services. The ideal candidate will have prior experience in customer support and operations, with a passion for ensuring an outstanding customer experience. This is a dynamic role that blends customer support, scheduling, and collaboration across teams to ensure smooth service delivery.
Key Responsibilities:
Onboard new students to the PT service and ensure their sessions are scheduled within the agreed SLA.
Take responsibility for scheduling any remaining sessions for sessions that have not been booked, including rescheduling or postponing sessions as needed.
Monitor and track students’ session progress to ensure consistency in their learning journey.
Conduct follow-up calls with students after they have completed a few sessions to ensure their expectations are being met, gather feedback, and address any questions.
Initiate calls to students nearing the end of their program to encourage renewal and share data with the renewal team to ensure seamless transitions and a high rate of successful renewals.
Provide proactive support to troubleshoot issues, answer questions, and enhance students’ overall experience.
Work closely with the operations, sales, support, marketing, product, and renewal teams to create a strong feedback loop.
Advocate for students' needs and contribute to operational improvements, ensuring high customer satisfaction (CSAT).
Requirements:
Saudi nationality and based in Riyadh.
Proven experience in customer success, support, or operations, preferably in a service-oriented or educational environment.
Strong problem-solving, communication, and interpersonal skills.
Ability to multitask and prioritize tasks effectively.
Ability to collaborate cross-functionally and to work in a fast-paced, dynamic environment.
Proficient in using call center software, Google Workspace and previous experience with Zendesk is highly desirable.
If you are passionate about supporting customers, ensuring their success, and working in a collaborative environment, we encourage you to apply for this exciting opportunity!