Learner Service Lead Taiwan (Full-time)

Learner Service Lead Taiwan (Full-time) | Prep Edu

Headquartered in Singapore, Prep Edu is a leading AI-powered EdTech platform helping over one million learners succeed in standardized English exams such as IELTS and TOEIC. Supported by top-tier investors including Cercano Management Asia, Northstar Ventures, and Saison Capital, Prep Edu has raised multi-million dollar funding to accelerate its global expansion.

Leveraging advanced learning technology, Prep Edu delivers results-driven, personalized, and interactive language learning experiences that enable learners to achieve their academic and professional goals. With a strong presence in Vietnam and Thailand and fast-growing adoption across Asia, Prep Edu is now expanding into Taiwan and South Korea, continuing its mission to make high-quality, accessible English education available to learners worldwide.

As one of the first members of the team, you will play a key role in building the market from 0 to 1, and then scaling it from 1 to 100. You will experience true startup culture: high ownership, fast learning, and the freedom to shape how we work and grow. If you enjoy creating things from scratch, experimenting, and growing together with the business, this is the place to join us and have fun along the way.

This role offers the opportunity to work in a flexible and supportive environment, with significant room for professional growth and development, exposure to international markets, and a competitive salary package.

• Position: Learner Service Lead
• Department: Learner Service Department
• Reports to: Market Lead

• Lead, manage, and mentor the Sales and Customer Service teams to achieve and exceed sales targets and customer satisfaction goals.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Design and deliver comprehensive training programs for new and existing team members.
• Promote a culture of continuous learning and professional development.

• Develop and implement team strategies that align with the company's goals and objectives.
• Monitor KPIs and metrics to ensure effective performance management.
• Utilize data-driven insights to make informed decisions and adjust sales strategies accordingly.

• Analyze and evaluate current sales and learner service processes, identifying areas for improvement.
• Develop and implement strategies to optimize sales conversions and enhance the learner experience.

Fluent in Traditional Chinese; and working proficiency in English.

• Experience in sales and customer service management in the education sector.
• Preferred: Demonstrated track record improving sales and customer service performance.

• Management: Proven experience managing teams of at least 5 members, with a track record of growing and developing team capacity and capabilities.
• Communication: Strong skills in conflict resolution, with protocols for effectively managing and resolving conflicts within the team and with clients.
• Software proficiency: Proficiency in using CRM software and relevant sales management tools (e.g., Salesforce, HubSpot, Pancake, or internal systems).
• Analytical Skills: Strong analytical abilities, especially in optimizing KPIs such as sales conversion rates and customer satisfaction scores.

• Competitive salary with performance-based incentives
• Opportunities for professional development and clear career advancement pathways
• Supportive, collaborative, and growth-oriented work environment
• Leave benefits that exceed local labor law standards
• Occasional team-building events, gatherings, and company trips