Customer Delivery Specialist

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

This role combines two things families feel the moment they join TeenCare: getting matched with the right mentor fast, and having every class run smoothly afterward. You'll be the person making both happen, day and night, on a rotating shift.

What you'll do

• Support day-to-day class operations — preparing sessions, supporting mentors and students during class, and troubleshooting issues as they arise.
• Keep classes running reliably, hitting our operational service-level target.
• Match every newly onboarded student with the right 1:1 mentor and get them placed into class within 24 hours.
• Coordinate with mentors to confirm the right schedule, and communicate any changes to mentors or students.
• Track and report on class operations and placement numbers regularly.
• Handle special cases smoothly — mentor changes, schedule changes, or students who are harder to place.
• Work full-time on a rotating shift schedule, including evening shifts, to cover our full operating hours. Work shifts: 80AM - 06PM/10PM - 10PM

Who you are

• Detail-oriented, reliable, and quick to react when something needs fixing.
• Available to work full-time on a rotating shift basis, including evenings and weekends
• Good coordination and communication skills with mentors and other teams.
• Experience in education operations, class operations, or customer service is a plus.
• Comfortable with Excel/Google Sheets and scheduling tools.