Front Desk & Operational Supervisor
Job Title: Front Desk Supervisor
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Position Overview
The Front Desk Supervisor / Customer Service Supervisor is responsible for overseeing daily front desk operations, delivering exceptional customer service, and leading the student services team. This role serves as the primary point of contact for parents, students, and visitors while ensuring smooth campus operations, strong parent satisfaction, and achievement of enrollment and retention goals.
The ideal candidate is customer-focused, highly organized, and passionate about education. This position requires strong leadership skills, problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Front Desk & Customer Service Management
- Supervise daily front desk operations and ensure a welcoming, professional campus environment.
- Serve as the primary escalation point for parent and student concerns.
- Monitor and maintain high customer service standards across all parent-facing interactions.
- Ensure timely responses to phone calls, emails, WeChat messages, and other inquiries.
- Manage student check-in/check-out procedures and attendance tracking.
Team Leadership
- Lead, train, and mentor Front Desk Coordinators, School Advisors, and Customer Service staff.
- Conduct onboarding and ongoing training to ensure team members understand company policies and service expectations.
- Create staff schedules and ensure adequate front desk coverage during operating hours.
- Monitor team performance and provide coaching, feedback, and professional development support.
Parent Relationship Management
- Build strong relationships with students and families to enhance retention and satisfaction.
- Address and resolve parent concerns in a timely and professional manner.
- Collaborate with teaching, academic, and operations teams to ensure a positive student experience.
- Support student retention initiatives and family engagement programs
Schedule
- Working hours: 10:00 AM – 7:00 PM
- Monday and Saturday are required workdays
- Two days off per week based on business needs and scheduling
Enrollment & Business Support
- Support trial class scheduling, placement tests, and enrollment activities.
- Assist families with course selection and registration processes.
- Follow up with prospective families and support enrollment conversion efforts.
- Partner with campus leadership to achieve enrollment and retention targets.
Administrative & Operational Support
- Maintain accurate student and parent records within company systems.
- Prepare reports related to enrollment, attendance, customer service metrics, and retention.
- Ensure compliance with company policies and operational procedures.
- Support campus events, parent meetings, open houses, and community engagement activities.
Qualifications
Required Qualifications
- Bachelor's degree preferred.
- 2+ years of experience in customer service, education, student services, hospitality, or administrative operations.
- Previous leadership or supervisory experience preferred.
- Excellent communication and interpersonal skills.
- Strong organizational and problem-solving abilities.
- Ability to multitask and thrive in a fast-paced environment.
- Proficiency in Microsoft Office, Google Workspace, and CRM systems.
- Fluent in English and Mandarin Chinese.
Preferred Qualifications
- Experience in education, tutoring, after-school programs, or student-facing services.
- Experience managing customer service teams and handling escalated concerns.
- Familiarity with enrollment processes and student information systems
Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
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