Customer Support Representative, ManageBac

We are looking for an energetic, persistent go-getter with at least 2 years prior customer support experience to join our team as a Customer Support Representative for ManageBac. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday, with occasional weekend coverage, online and onsite training, and hosting annual conferences. You will have primary responsibility to support our ManageBac schools during China Support Hours.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows, and whys of using ManageBac
• The nuts and bolts of ManageBac as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of mainland China schools and how to best support them

Key Responsibilities

Customer Training 

• Provide online training sessions for existing customers, potentially for new features or new use cases
• Update relevant internal systems with training notes and customer contact 
• Follow up with customers to ensure successful adoption and offer further support 

• Host live webinars with hundreds of guests, with clear communication & presentation skills

• Provide online training sessions on account set-up; you will occasionally need to travel for onsite training within the China region

Customer Support

• Running WeChat, email & telephone support operations, responding to support tickets from teachers, schools admins, students and parents
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

Over the course of a normal week, you would have:

• Responded to 100-200 WeChats
• Responded to 10–20 support emails.
• Talked with 10–20 schools by phone.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.
  

Career Path

Various career paths are open to you, depending on skill level and interest:

• Advanced Customer Support: Organising next-level customer success through new documentation, training programs, and events.
• Professional Development, Community & Marketing or Sales & Client Experience: Moving laterally to support customers in their success
• New Products: Moving vertically to support the launch of new products
• Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.

Requirements

Does this describe you?

• Excellent verbal and written English communication skills
• High-energy and outgoing
• Fast learner, problem solver
• Detail-oriented, follows things through to completion, dependable
• Clear and engaging presentation skills
• 1-2 years experience in customer or technical support, implementation, customer success or account management, train the trainer
• Interest in EdTech and desire to make life better for students and schools
• Eagerness, competitive attitude, & ambition to achieve

Anticipate 10% travel, though it may be more or less depending on personal preference or regional needs; therefore, we ask all Faria Education Group employees to maintain a valid passport.

DISCRIMINATION DECLARATION

All qualified applicants will be considered for employment without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Competitive salary plus eligibility for a support team bonus plan

• Professional development budget
• Unlimited book budget
• Monthly health and wellness allowance
• Friendly atmosphere & team socials
  

ABOUT FARIA EDUCATION GROUP

For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.

https://www.faria.org/careers