Customer Support Specialist (EdTech) | Dayshift | Hybrid

ZigZag is looking for a Customer Success Specialist to join our team! 

About the Role 
We are looking for a Customer Success Specialist to join our team and serve as a key point of contact for users of the learning app. This role is centered on proactive outreach, onboarding support, and relationship-building to help subscribers get the most value from the platform and stay engaged with their learning journey.

This is not a traditional sales role. While there will be opportunities for light upselling and guiding users toward features or subscription tiers that best fit their needs, the primary focus is on engagement, retention, and user success.
 

Key Responsibilities

• Proactive User Outreach: Identify and reach out to subscribers with low or declining usage to re-engage them and encourage continued learning.
• Onboarding Support: Guide new users through the platform, ensuring they understand how to navigate the app and maximize its features from day one.
• Retention & Relationship Building: Develop meaningful, ongoing relationships with users to reduce churn and foster long-term loyalty.
• Light Upselling & Feature Advocacy: Thoughtfully recommend higher subscription tiers or additional features when they align with a user's goals and usage patterns.
• User Feedback Collection: Gather insights from user interactions and relay common pain points, suggestions, and trends to the product and leadership teams.
• Usage Monitoring: Track engagement metrics and flag at-risk users for timely intervention.
• Communication: Maintain consistent, warm, and professional communication through the app's messaging channels, email, or other designated platforms.

Qualifications & Requirements

• Proficient in reading and reciting Koranic/Quranic Arabic text, as the app content involves Koran-based study material and the role requires the ability to guide users through this content accurately and confidently.
• Excellent verbal and written communication skills in English (additional languages are a plus).
• Prior experience in customer success, user engagement, community management, or retention-focused roles is preferred.
• Empathetic, patient, and genuinely motivated to help others succeed in their learning journey.
• Comfortable with CRM tools, messaging platforms, and app-based communication.
• Self-starter with strong organizational skills and the ability to manage multiple user interactions simultaneously.
• Experience with subscription-based platforms or EdTech is a plus.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

By submitting this application, you acknowledge that you have read and agree with the company’s .