Customer Service Manager

Bluepen is a fast-growing academic assistance platform helping students with assignments, research papers, dissertations, SOPs, coding tasks, and more. We’re driven by a mission to make academic help accessible, reliable, and high-quality.

Role Overview

As an Operations Manager, you will lead and streamline our daily operations, ensuring timely delivery of projects, effective coordination between clients, writers, and internal teams, and high customer satisfaction. You’ll be instrumental in scaling processes as we grow.

Key Responsibilities

Team & Process Management

• Supervise and coordinate with in-house staff, freelance writers, editors, and support teams.
• Ensure seamless assignment allocation, tracking, and timely delivery.
• Develop SOPs to improve turnaround time and quality control.

Client & Order Management

• Monitor incoming orders, allocate tasks to writers/editors, and handle escalations.
• Maintain clear communication with clients regarding requirements, revisions, and deadlines.

Quality Assurance

• Implement quality checks for plagiarism, formatting, and adherence to guidelines.
• Coordinate Turnitin checks and ensure plagiarism reports meet standards.

Vendor & Freelancer Coordination

• Build and manage a pool of reliable writers and subject matter experts.
• Oversee onboarding, contracts, and timely payments.

Performance Tracking & Reporting

• Track key metrics: order volume, delivery timelines, client satisfaction, and writer performance.
• Prepare weekly/monthly reports for management.

Continuous Improvement

• Identify process gaps and recommend tech/tools to automate repetitive tasks.
• Suggest strategies to enhance productivity and client experience.

Key Requirements

Education & Experience:

• Bachelor’s degree required; Master’s degree is a plus.
• 0-1 year of experience in operations, preferably in EdTech, academic writing, or a service-based startup.

Skills:

• Excellent organizational and multitasking abilities.
• Strong team leadership and problem-solving skills.
• Good understanding of project management tools (e.g., Trello, Asana, or any in-house CRM).
• Familiarity with plagiarism tools (Turnitin, Grammarly) is a plus.
• Effective verbal and written communication skills.

Mindset:

• Proactive, detail-oriented, and comfortable working in a fast-paced, high-volume environment.
• A collaborative leader with a can-do attitude.

What We Offer

• Opportunity to work with a young, dynamic team in a growing startup.
• Flexible work environment.
• Competitive salary and performance bonuses.
• Learning and growth opportunities in the EdTech domain.