Customer Support Team Lead

4 days ago

Cairo, Cairo, Egypt 51Talk Full time

About Us

51Talk 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.

What We Offer

  • Competitive base salary with attractive performance incentives and commissions.
  • Comprehensive onboarding and continuous learning opportunities.
  • Clear career growth path within a global EdTech organization.

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