Overview

Client Support Specialist.. Jobs in Nigeria at Naijatutors Konnect

Title: Client Support Specialist..

Company: Naijatutors Konnect

Location: Nigeria

This is a remote position.

The Client Support Specialist plays a critical, dual-functioning role at Naijatutors Konnect that unifies front-line client communication with real-time live class coordination and quality assurance.

Operating within a rigid accountability framework, you will maintain our strict Service Level Agreements (SLAs), manage high-volume client tickets, and execute live tracking protocols to ensure every virtual learning session reflects our commitment to educational excellence.

Core Responsibilities

1. Frontline Communication & Ticket Management

  • Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time.

  • Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity.

  • Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM.

  • Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges.

2. Live Session Monitoring & Rapid Recovery

  • Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time. Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes.

  • Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy).

  • Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines

3. Incident Documentation & Quality Assurance

  • Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status.

  • Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement.

  • Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.

Requirements

  • Education: Bachelor’s degree in Education, Business Administration, or a related field.

  • Experience: 3–6 years of experience, with a minimum of 2 years specifically in remote EdTech operations, customer care, or quality monitoring systems.

  • Remote Experience: Minimum of 2 Years in a remote setting.

  • Technical Stack: Hands-on proficiency with Zoho One tools (Desk, Socials, CRM, Cliq, Sheets) and virtual learning environments (MeritHub, Google Classroom, Google Meet).

  • Infrastructure (Non-Negotiable):

    • Functional laptop/computer with a clear webcam, working speakers, and microphone.

    • Dedicated noise-canceling headset.

    • Quiet, distraction-free home office setup.

    • Stable high-speed internet connection (Minimum 25 Mbps upload/download).

    • Reliable power backup system ensuring 100% availability across all shift hours.

Benefits

  • ₦200,000 monthly gross salary

  • Performance Bonuses

  • 14 working days annual leave

  • A dynamic, collaborative, and innovative work culture.

  • Career growth opportunities and professional development support.

  • Flexible work hours; 5 weekly shifts per week

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