Customer Service Team Lead

About Us51Talk is a leading global online English education platform connecting teachers and students around the world through engaging one-on-one classes.We’re on a mission to make quality education accessible for everyone — anytime, anywhere.Join our Cairo team and be part of a dynamic, fast-growing EdTech company that values teamwork, innovation, and professional growth.🌟 What You’ll Be Doing:Lead, coach, and inspire a team of advisors to consistently deliver exceptional support and service to students.Track performance metrics, conduct regular feedback sessions, and drive continuous improvement within the team.Ensure all processes and SOPs are followed to maintain excellent service quality at every touchpoint.Analyze student progress and teaching performance data to identify patterns, address challenges, and enhance results.Handle escalated cases and guide your team in resolving issues effectively to ensure high customer satisfaction.Collaborate with internal teams — including Academics, Sales, and Operations — to align service delivery with business objectives.Prepare regular performance reports and share insights to recommend operational improvements.✅ What We’re Looking For:Bachelor’s degree or higher.At least 3 years of experience in Customer Service, Education, or Operations roles, including 1+ year in a team leadership position.Excellent command of English (spoken and written).Strong leadership, communication, and analytical skills.A customer-first mindset, with genuine passion for education, coaching, and people development.Ability to work in a performance-driven, fast-paced environment.