Customer Success Executive

My Tutor Source (MTS) is a global education platform established in 2016, trusted by millions of parents worldwide. The company specializes in providing personalized one-on-one tutoring with flexible private lessons across various subjects, levels, and curricula in regions including APAC, Europe, North America, and the MENA area. As a student-first and impact-driven organization, MTS is dedicated to creating meaningful success stories for learners every day. Team members at MTS work within a diverse international environment that leverages education technology to transform lives, offering opportunities for professional growth, cross-cultural collaboration, and making a positive difference in education globally.

The Customer Success Executive role is a full-time, on-site position based in Lahore. This role focuses on supporting learners and parents throughout their journey with MTS, ensuring a seamless onboarding experience, timely resolution of queries, and fostering positive learning outcomes. The executive will manage customer accounts, monitor satisfaction levels, handle support requests, and collaborate closely with internal teams such as tutoring operations, product development, and billing to deliver an exceptional customer experience.

Key Responsibilities

- Manage and support learner and parent accounts to ensure smooth onboarding and ongoing engagement.
- Monitor customer satisfaction and promptly address any issues or concerns to maintain high service standards.
- Coordinate with internal teams including tutoring operations, product, and billing to resolve queries and improve service delivery.
- Follow up regularly with customers to encourage continued engagement and gather valuable feedback.
- Use data and customer insights to proactively identify potential issues and opportunities for improvement.
- Work towards reducing customer churn by strengthening long-term relationships and enhancing overall customer experience.
- Track customer progress and manage expectations effectively across multiple stakeholders.
- Maintain a service-oriented mindset while handling inquiries and resolving problems efficiently.

Required Qualifications

- Strong focus on learner and parent outcomes, with proven skills in customer satisfaction and retention.
- Experience in customer support, including handling inquiries and resolving issues with a service-oriented approach.
- Proficiency in account management, capable of tracking progress and coordinating with various teams.
- Solid analytical skills to interpret customer data, identify trends, and recommend process or service improvements.
- Excellent verbal and written communication skills in English; knowledge of additional languages is advantageous.
- Ability to work on-site in Lahore, manage multiple priorities, and collaborate effectively with both global and local teams.
- Bachelor’s degree in Business, Education, Communications, or a related field, or equivalent practical experience.
- Minimum of 3 years of relevant experience in customer success, education technology, tutoring services, or related domains.

Preferred Qualifications and Benefits

- Previous experience specifically within education technology or tutoring services is highly preferred.
- Opportunity to work in a diverse, international environment that values professional development and cross-cultural collaboration.
- Meaningful role contributing to the transformation of learners’ lives through innovative education solutions.

This position offers a unique chance to be part of a purpose-led organization focused on delivering tangible educational outcomes while advancing your career in a dynamic and supportive setting.