Customer Success & Operations Executive

SmartEdge International, a provider of personalised online tutoring primarily for UK students and families, is seeking a reliable, confident, and organised professional to join their team on a part-time, fully remote basis. This role involves supporting parents, managing trial-session experiences, and coordinating daily tutoring operations. As a primary point of contact, you will represent the company with warmth, clarity, and professionalism, ensuring smooth communication and excellent service delivery.

Key Responsibilities
- Manage prospective parent enquiries and sales calls by understanding children’s learning needs, explaining services, and guiding families through trial sessions and enrolment processes.
- Open trial sessions by welcoming families and introducing tutors, remain available throughout each session, then close the session by gathering feedback and explaining next steps.
- Coordinate busy evening operations, including responding to multiple simultaneous messages, following up on missing students or tutors, and resolving connectivity or scheduling issues.
- Support existing families by liaising with tutors, maintaining accurate records, and managing follow-ups within the internal portal.
- Take ownership of day-to-day operational issues, prioritise tasks effectively, and escalate concerns promptly to allow tutors to focus on teaching.

Required Qualifications
- Excellent spoken and written English with clear pronunciation and confident, natural communication skills tailored to UK parents.
- A warm and professional manner during telephone and video calls.
- Exceptional reliability, punctuality, attention to detail, and strong follow-through skills.
- Ability to remain calm, organised, and responsive when handling multiple issues simultaneously.
- Access to a personal laptop, reliable high-speed internet, backup plans for connectivity and power interruptions, and a quiet workspace.

Preferred Qualifications and Benefits
- Experience in customer support, education counselling, sales, or operations coordination is preferred.
- The role offers flexible working hours aligned with UK local time, including seasonal clock changes, with a total commitment of 27 hours per week. Required hours are Monday to Friday from 12:00 PM to 1:30 PM and 4:30 PM to 8:00 PM, plus Saturdays from 12:00 PM to 2:00 PM. The evening block is the busiest and demands full attention.
- This position provides an opportunity for growth and increased responsibility as SmartEdge International expands.

Candidates from across Pakistan are encouraged to apply. The selection process includes a spoken-English assessment and a practical role-play exercise focused on parent communication, trial-session management, and operational problem-solving. Applicants will be evaluated based on relevant skills, communication ability, reliability, and overall suitability for the role.