Customer Service Manager (Remote, Italian Speaking)

About the role

Kodland is an international online programming school for children and young people, teaching in over 40 countries to more than 30,000 students through a team of over 700 tutors. It is growing and expanding into new markets worldwide. This is a remote Customer Service Manager position; successful applicants are invited by email to an interview.

Key responsibilities

• Manage a portfolio of existing customers throughout their learning journey, ensuring high engagement and long-term retention.
• Conduct outbound sales and retention activities by phone, WhatsApp, email and CRM to renew learning packages.
• Build strong customer relationships, understand their goals and recommend the right learning solutions.
• Negotiate offers, prepare personalised proposals and close renewals, upsells and reactivations.
• Maintain accurate CRM records and collaborate with Customer Success, Teaching Operations and Finance teams.

Required profile

• Native or fluent Italian (spoken and written) is mandatory.
• At least 6 months of experience in customer service, customer success, EdTech, SaaS, account management, B2C sales, telemarketing, retention or similar customer-facing roles.
• Comfortable working remotely in an international environment and in a fast-paced, KPI-driven setting.
• Your own laptop, a stable internet connection and a quiet workspace are needed.

Required skills

• Strong CRM skills (HubSpot, Salesforce or similar)
• Objection handling and closing techniques