We are seeking a highly motivated and driven Customer Service Manager / Pre-Sales Lead to manage and scale our inbound and outbound pre-sales team. The role involves leading a team of executives, monitoring performance metrics, and ensuring seamless parent engagement and conversions. You will play a key role in improving call quality, optimizing conversions, and strengthening the first impression parents have with KLAY.

Key Responsibilities

• Lead and manage a team of pre-sales executives (inbound & outbound)
• Monitor daily funnel performance including incoming leads, tours scheduled, follow-ups, and conversions
• Ensure timely response and follow-up to all parent inquiries (calls, WhatsApp, emails)
• Analyze call data and CRM reports to identify gaps and areas for improvement
• Conduct regular coaching, roleplays, and script updates for the team
• Collaborate with Marketing & Operations teams to ensure lead quality and alignment
• Drive adherence to SLAs for parent response time, tour scheduling, and closures
• Innovate parent experience during the pre-sales journey to improve trust and retention

Key Requirements

• 3-4 years of experience in pre-sales, inside sales, or customer success (preferably in education, services, or B2C)
• Prior experience leading a remote or hybrid team
• Strong analytical skills and ability to work with CRM data to identify trends
• Excellent communication, stakeholder management, and problem-solving abilities
• Hands-on experience with CRM tools, call reports, and funnel management
• High ownership and drive to deliver results in a fast-paced environment

Desired Attributes

• People manager who balances empathy with performance management
• Growth mindset, always seeking process and outcome improvements
• Detail-oriented, capable of coaching teams on scripts, FAQs, and objection handling
• Flexible and adaptable to hybrid working while being hands-on when needed