Ottodot PTE LTD
Are you someone who loves games and enjoys helping families have an amazing experience? Do you believe that learning should be made fun? Join us to make learning fun for kids through video games! Ottodot is looking for a Remote Customer Support Teacher Assistant to manage customer communications, student administration, and support workflows for our online classes and programs. Role Overview This position is a blend of customer operations, parent communication, and administrative tracking. You will serve as a key frontline representative for Ottodot, taking parent calls, managing support tickets, tracking student progress, and ensuring that our families receive timely, empathetic, and clear assistance. Primary Responsibilities Customer Communication: Conduct outbound check-in calls to parents, respond to inquiries, and ensure all customer interactions are logged cleanly. Platform & Ticket Management: Oversee support channels, route help tickets (retention, billing, and general support), and manage user documentation on platforms like KrispCall. Student Administration: Update and maintain accurate student name lists, review and categorize customer cases. Progress Reports & Materials: Prepare and distribute student materials and performance updates directly to parents, including student progress reports. Operational & Cross-Team Feedback: Collaborate with the Operations Team to escalate issues and share parent/student feedback with relevant internal teams (e.g., game development, sales). Candidate Requirements Communication: Exceptional fluency in both written and spoken English, with a professional and empathetic phone demeanor for parent calls. Customer Support Experience: Experience in customer service, ticket handling, or parent-facing communication is required. Technical Proficiency: Competency in using and navigating various management and communication tools (e.g., KrispCall, Airtable, Google Workspace, ticketing systems). Attention to Detail: Meticulous approach to logging phone calls, organizing class recordings/transcripts, and managing student data accurately. Problem-Solving & Empathy: Ability to de-escalate parent concerns, handle billing/plan inquiries gracefully, and resolve support tickets efficiently. Shift Commitment: Must be available for a fixed daily split schedule 7 days a week (28-hour workweek total): Monday to Friday: 5:00 PM – 9:00 PM SGT Saturday and Sunday: 12:00 PM – 4:00 PM SGT Note: This is an Independent Contractor position. Technical Specifications OS: Windows 10 or macOS 10.14+ Processor: Quad-core (Intel i5/i7 or AMD Ryzen 5/7) 2.4 GHz or above. Memory: 8GB RAM minimum. Internet: Stable 20 Mbps consistent upload and download speed. Hardware: Headset with a high-quality microphone for clear phone calls and a 1080P webcam. Workspace: A quiet, private, and professional workspace suitable for conducting direct customer phone calls without background noise. Pay: Php14,300.00 per month Benefits Work from home Work Location: Remote
Ottodot PTE LTD
