VIP Customer Success Executive

A fantastic opportunity to join us as a part-time VIP Customer Success Executive!

Pay Rates: $Upgrade to see actual infodepending on experience and interview process
Hours: Part time position - 4 hours a day (Monday to Friday)
Payment Platform: Paid monthly directly into bank account
Other: Performance incentives and bonuses

About the Company:

Swoosh English is an online English exam academy founded in 2013. We provide online courses and lessons to students conducted by a team of fully qualified and experienced English teachers to help them pass their IELTS, OET, and PTE exams.

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The VIP Customer Success Executive will be responsible for ensuring our high-value students receive top-tier support and engagement throughout their learning journey. This role focuses on student satisfaction, reducing refunds, recovering failed payments, and enhancing overall retention.

The ideal candidate is a happy, assertive, proactive and confident person. He/She will able to communicate effectively across email, chat, video calls, and phone calls. We’re looking for someone who builds strong relationships, anticipates student needs, and enjoys providing tailored support.

Daily Responsibilities:

Serve as the main point of contact for high-value students, ensuring a seamless post-sale experience.
Conduct video and phone support sessions to assist VIP students in real-time.
Address concerns proactively to prevent refund requests and disputes.
Follow up on failed payments to recover revenue and minimize losses.
Assist students with scheduling, rescheduling, and accessing their services.
Ensure smooth transitions between sales and support teams to maintain student satisfaction.
Follow up with students who have completed their exams to gather feedback and encourage referrals.

Requirements:

At least 2 years of experience in customer success, sales support, or student relations.
Proven ability to manage customer escalations, disputes, and payment recovery.
Professional/Business English level of C1 or above.
Strong interpersonal skills with the ability to handle phone and video calls confidently.
Technically competent, able to use CRM tools, Zendesk, and similar platforms.
Organised, proactive, and able to multitask effectively in a remote setting.
Fast and stable internet connection for video communication.
Access to a professional workspace with good lighting, video, and audio quality.

Perks:

Remote, work-from-home position
Flexible working opportunities
Performance bonuses
Be part of a dynamic, multicultural, and supportive team
Free English test-prep course (IELTS, OET, PTE) for yourself or a friend/family member

To apply, simply complete the following steps:

Submit your CV/Resume, clearly outlining your skills and experience
Include a brief cover letter explaining why you are the ideal candidate
Include a short Loom video introducing yourself and sharing your experience
Provide any relevant certifications or supporting documents

Please note that failure to complete the above may result in your application being rejected.