Customer Service Leader

About TeenCare
TeenCare is a Southeast Asia-based AI-powered EdTech platform helping families support their teens' learning and development. We combine 1-1 mentorship, life-skills coaching, and AI-driven insights to give parents a clearer picture of their child's growth - and to walk alongside families, not just deliver a service. Our Product Delivery Center (PDC) is the team that brings this experience to life every day for families across Vietnam, the Philippines, and beyond.
About the role
You'll lead the frontline team that families turn to when they have a question or a concern. Your job is to make sure every family gets a fast, warm, and effective response - every time.
What you'll do
Manage and coordinate the customer service team across chat, messaging, and hotline channels.
Keep response and resolution times fast and consistent, so families never feel left waiting.
Track satisfaction scores daily/weekly, and dig into what's driving any dips.
Coach the team on how to respond with empathy and resolve issues (including refunds) smoothly.
Help build and maintain clear playbooks for common support situations.
Report regularly on how the support team is performing.