ABOUT TEENCARE

TeenCare is an EdTech and youth development platform helping students and families thrive through life skills education, emotional wellness, and personalized mentoring programs.

As we continue to grow, we‘re looking for a Customer Operations Manager who can build scalable systems, lead service operations teams, and ensure every family receives a fast, reliable, and high-quality experience throughout their journey with TeenCare.

WHY THIS ROLE EXISTS

At TeenCare, operational excellence directly impacts customer trust.

This role exists to ensure that every student is enrolled successfully, every parent receives timely support, and every customer issue is resolved quickly and effectively.

You will own the operational systems that support our students, parents, mentors, and customer-facing teams at scale.

WHAT YOU WILL OWN

1. Customer Service Operations

• Recruit, train, schedule, and manage customer operations staff.
• Define channel ownership, shift coverage, and service standards.
• Ensure efficient operations across all customer touchpoints: Pancake, Zalo OA, Zalo Groups, Intercom, Hotline, Class Operations
• Monitor team productivity, service quality, and response performance.
• Continuously improve customer support processes and workflows.

Success Metrics

• First Response Time (FRT) < 5 minutes across all channels.
• SLA achievement ≥ 95%.

2. Customer Complaint & Escalation Management

• Own end-to-end resolution of customer tickets and escalations.
• Coordinate cross-functional teams to resolve complex customer issues.
• Personally handle high-priority or sensitive cases when necessary.
• Track ticket lifecycle from creation to closure.
• Identify root causes and implement preventive solutions.

Success Metrics

• 100% of tickets and conversations are resolved within 24 hours.
• Zero overdue critical tickets.
• High customer satisfaction and issue resolution rates.

3. Student Enrollment & Class Placement Operations

• Ensure every student is assigned to the appropriate class and mentor.
• Manage weekly class creation and capacity planning.
• Coordinate scheduling and resource allocation across programs.
• Ensure learning schedules are accurately reflected on the app and internal systems.
• Execute attendance and class reminder workflows through operational tools such as:
• Callbot
• Calio Mentor
• Other automation systems
• Proactively address enrollment or scheduling delays.

Success Metrics

• 100% of students enrolled and attending classes within 10 days after payment.
• Minimal scheduling and placement errors.

4. Process Improvement & Operational Excellence

• Build, document, and optimize operational workflows and SOPs.
• Create dashboards and reporting systems to track key operational KPIs.
• Identify bottlenecks and implement scalable solutions.
• Drive automation initiatives to improve efficiency and customer experience.

HOW SUCCESS IS MEASURED

You will be evaluated on:

• First Response Time (FRT)
• SLA Compliance
• Ticket Resolution Time
• Student Enrollment & Class Placement Rate
• Customer Satisfaction (CSAT)
• Student Attendance Rate
• Team Productivity & Service Quality

REQUIREMENTS

• 3+ years of experience in Operations, Customer Success, Customer Support, Service Operations, or related fields.
• Proven experience managing customer-facing teams.
• Strong problem-solving and escalation management skills.
• Experience working with ticketing systems, CRM platforms, and communication tools.
• Data-driven mindset with strong analytical capabilities.
• Proficiency in reporting tools.
• Ability to build systems and processes in a fast-growing environment.
• Experience in EdTech, Education, SaaS, or Service businesses is a strong advantage.
• Good at English

WHAT WE OFFER

• Competitive compensation package based on experience and impact.
• Opportunity to build operational systems at scale.
• Direct exposure to leadership and strategic decision-making.
• Fast-paced startup environment with significant ownership and growth opportunities.
• Meaningful work that positively impacts students and families.

WORKING SCHEDULE

Monday – Saturday Morning
8:30 AM – 6:00 PM

RECRUITMENT PROCESS

1. CV Screening
2. Test case
3. Interview