APAC Customer Support Specialist

OpenKrill; United States; Remote; USD 9,100 - 11,000; Full time

Benefits offered by this job

Remote work

International team

Training & development

Impactful work

Job summary

OpenKrill is seeking a proactive Customer Support Specialist (English-speaking) to join our fully remote team serving the APAC market. You’ll handle refunds, subscriptions, and ticket management to ensure a smooth, positive experience for parents and students.

You’ll be the first point of contact across the APAC region, replying by phone, email, and chat with clarity and empathy. This role offers 100% remote work, ongoing training, and the chance to grow into a Team Lead as the team expands.

Qualifications

• 6+ months of customer support experience.
• Advanced or native English (C1/C2) with excellent written and spoken communication.
• Hands-on CRM experience is essential.
• Comfortable working remotely and independently in a fast-paced environment.
• Available to work 12:00 to 21:00 Sydney time (AEDT, GMT+11), five days a week.

Responsibilities

• Respond to customer inquiries from parents and students by phone, email, and chat, promptly and professionally.
• Handle requests about billing, subscriptions, refunds and general course information.
• Log and manage support tickets accurately in CRM systems and internal tools.
• Troubleshoot issues and escalate complex cases to the right teams when needed.
• Keep a helpful, solution-focused tone in every message.
• Spot recurring issues and share insights with the team to improve processes and the customer experience.
• Support teammates, share best practices and help onboard new colleagues as the team grows.

Skills

English proficiency

CRM experience

Customer support

Team player

Remote work

Tools

CRM software

Job description

We’re looking for a proactive Customer Support Specialist (English-speaking) to join our fully remote team supporting the APAC market. You’ll give hands‑on support to our customers, handling refunds, subscriptions and ticket management, and make sure every parent and student you help has a smooth, positive experience. We want someone who is smart, adapts quickly, works well in a team and could grow into a Team Lead.

What You’ll Do

As a Customer Support Specialist, you’ll be the first point of contact for our students and their parents across the APAC region. Your support should be clear, friendly and efficient, and reflect Kodland’s values.

• Respond to customer inquiries from parents and students by phone, email, and chat, promptly and professionally.
• Handle requests about billing, subscriptions, refunds and general course information.
• Log and manage support tickets accurately in CRM systems and internal tools.
• Troubleshoot issues and escape complex cases to the right teams when needed.
• Keep a helpful, solution‑focused tone in every message.
• Spot recurring issues and share insights with the team to improve processes and the customer experience.
• Support teammates, share best practices and help onboard new colleagues as the team grows.

What We Offer

• Compensation: $900 USD per month (fixed base salary).
• 100% remote work.
• A collaborative, supportive international team.
• Ongoing learning and training.
• The chance to help shape the future of tech education for kids around the world.

Additional Info

All qualified applicants will need to complete an assessment task (about 2 hours).

Who You Are

• Advanced or native English (C1/C2), with excellent written and spoken communication.
• 6+ months of Customer Support experience.
• Hands‑on CRM experience is essential.
• Smart and adaptive: you learn new tools and processes quickly.
• A team player with strong interpersonal, organizational and problem‑solving skills.
• Comfortable working remotely and independently in a fast‑paced environment.
• Available to work 12:00 to 21:00 Sydney time (AEDT, GMT+11), which is 02:00/03:00 to 11:00/12:00 CET. That includes a 1-hour break, 5 days a week.

Nice to Have

• Background in EdTech or online education.
• Experience mentoring or coordinating a team.
• Familiarity with key CS metrics (CSAT, SLA, resolution time).
• Experience supporting customers in the APAC region.