Customer Success & Operations Specialist (Up to SGD$500)

We are a boutique music school that believes in creating meaningful and personalised learning experiences. With a passionate teaching team and a supportive environment, we serve both children and adults in their musical journeys. As we continue to grow, we’re looking for a motivated and people-oriented team member to help us elevate our customer service, sales, and operations. Role Overview We’re hiring an Customer Success & Operations Specialist to be the heartbeat of our school’s daily operations. You’ll be the first point of contact for many new families, guiding them from inquiry to sign-up, and ensuring existing students are well taken care of. You’ll also support marketing efforts to bring in new leads and help build our brand digitally.

- Customer Support & Engagement: Respond to inquiries via WhatsApp, email, and phone calls. Take calls when necessary to establish trust, provide a personal touch, and offer solutions-first support. - Sales & Onboarding: Proactively follow up with leads, arrange trial classes, and convert inquiries into ongoing lesson sign-ups. - Academic & Music Advisory: Deeply understand our teachers, student profiles, and music education concepts to provide professional guidance and address specific customer needs. - Scheduling & Conflict Resolution: Coordinate scheduling between students and teachers, while actively managing critical real-time issues such as last-minute cancellations or rescheduling requests. Maintain accurate attendance records and update the system whenever there are new classes, onboardings, or schedule changes. - De-escalation & Client Management: Proactively identify potential difficulties or unhappy customers, handling sensitive situations and tough requests with diplomacy. - Invoicing & Operational Tracking: Ensure invoicing and payment collection targets are met promptly, while maintaining accurate attendance records and tracking schedule changes.

- Sales Minded: Confident in following up with leads, closing trial classes, and converting inquiries into ongoing enrollments. - Emotional Intelligence & Tact: Emotionally aware of customer needs and desires, with the ability to speak with high tact when handling difficult requests, managing expectations, or saying no gracefully. - Problem Solver: Calm and resourceful under pressure, especially when resolving last-minute cancellations, schedule adjustments, or customer dissatisfaction. - Strong Communicator: Excellent written and spoken communication with a warm, professional tone, combined with the willingness to jump on phone calls to build rapport. - Organized & Independent: Detail-oriented with strong organizational skills, comfortable managing daily operations independently using digital tools (e.g., WhatsApp Business, Google Workspace, CRM tools). - Music / Education Insight: Background or strong interest in music education to effectively communicate class structures and teacher styles. Why Join Us? - Be part of a heart-driven music school that values community and creativity - Work closely with a small, dedicated team who cares deeply about education and the arts - Enjoy flexible remote work while contributing meaningfully to students’ learning journeys - Room to grow and take on more responsibility as the school expands