APAC Customer Support Specialist

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

Benefits offered by this job

Remote work

International team

Learning and training

Impact on edtech for kids

Job summary

Kodland is seeking a Customer Support Specialist to join a fully remote team supporting the APAC market. You will assist students and parents, handle refunds and subscriptions, and manage tickets to ensure a smooth customer experience.

The role offers a collaborative international environment and opportunities to grow into a team lead. Ideal candidates communicate clearly in English (C1/C2), have at least 6 months in customer support, and are comfortable with CRM systems.

Qualifications

• 6+ months of customer support experience.
• Advanced or native English (C1/C2).
• Hands-on CRM experience essential.
• A team player with strong interpersonal skills.
• Able to work remotely and independently in a fast-paced environment.
• Available to work 12:00–21:00 Sydney time (AEDT, GMT+11).

Responsibilities

• Respond to inquiries from parents and students by phone, email, and chat.
• Handle billing, subscriptions, refunds, and course information requests.
• Log and manage support tickets in CRM and internal tools.
• Troubleshoot issues and escalate complex cases as needed.
• Maintain a helpful, solution-focused tone in all communications.
• Identify recurring issues and share insights to improve processes.

Skills

English fluency

Customer support experience

CRM experience

Team player

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 elevate 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.