Job description

Customer Success Manager – Part-Time (Remote)Aqlam | أقلام

Aqlam is a fast-growing online 1-on-1 tutoring platform based in the UAE, connecting families with qualified Arabic-speaking tutors. We are looking for a Customer Success Manager to be the face of Aqlam — guiding parents through their child's learning journey and turning trial experiences into long-term relationships.

About the Role

You will own the entire post-purchase customer journey. From the moment a parent completes their trial payment, you become their primary point of contact — building trust, ensuring engagement, and ultimately presenting them with a personalized package recommendation based on their child's progress.

This is a high-impact role. Your work directly influences whether a family continues with Aqlam or not.

Working Hours

• Saturday to Thursday
• Morning window: 9:00 AM – 12:00 PM UAE time
• Evening window: 6:00 PM – 10:00 PM UAE time
• Response time within 15 minutes during both windows is required

Key Responsibilities

• Receive newly enrolled trial families and guide them through the Aqlam trial journey step by step via WhatsApp (text and voice messages)
• Keep parents informed, engaged, and confident throughout their child's trial sessions
• Stay updated on each student's progress through tutor-submitted notes and session reports
• Upon trial completion, record a short personalized handheld video summarizing the student's strengths and areas for improvement based on tutor notes
• Recommend the most suitable subscription package to each family based on the tutor's assessment
• Maintain accurate records of all customer interactions and follow-ups