Customer Service Lead

Job Purpose:
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
needed, ensuring a satisfaction rate of 90%+, and growing the business through referral
relationships.
Key Responsibilities:
1. 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.

• Follow up with learners after class to ensure satisfaction and open doors for referrals.
• Record and track learner needs, preferences, and histories to personalize their journey.

2. Referral Growth & Retention Activation

• Build genuine connections with learners to encourage organic word-of-mouth.
• Personally invite satisfied learners to join referral or loyalty programs.
• Track and manage referral lead data in coordination with Sales and Marketing.
• Follow up with referred contacts to support Sales conversion.

3. Department Management & Team Coaching

• Train, support, and supervise a small CS team or assistant(s).
• Set weekly plans and lead daily huddles or check-ins.
• 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.

4. 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.

5. Reporting & KPI Management

• Monitor and report on CS KPIs weekly/monthly: learner satisfaction, referral lead

count, issue resolution time.

• Analyze trends in feedback to propose learner experience improvements.
• Share insights and stories with the broader team to improve EIY's offerings.

Qualifications:

• Bachelor’s degree in Business, Education, Communication, or related field
• Minimum 2 years of leadership experience in customer service, preferably in

education or training

• Proven success in building service culture and achieving satisfaction targets
• Strong leadership, communication, and problem-solving skills
• Bilingual: Fluent in Vietnamese and English