17 set - Italia
Martin Language School
Position: Operations & Client Services Coordinator
Type: Remote but candidate must be based in Milan or Florence. Occasional travel to the UK, Italy, France, Spain mostly
MLS is looking for a reliable, highly organised, and proactive Operations & Client Services Coordinator to support our daily operations and contribute to the smooth running of our organisation.
In this role you would be responsible for the day-to-day financial administration and operational coordination of courses, including customer service, invoicing, payment tracking, tutor compensation, database maintenance, stakeholder communication, issue identification, and cross-team coordination to ensure courses run smoothly. We have a dedicated sales team but after a sale is made, a student needs to be accompanied through the learning process by our customer service team.
Who We Are
At MLS, we believe that language learning should be flexible, personal, and rooted in real cultural understanding. Our tutors design tailored lessons based on each student's goals, interests, and learning style. We work mainly with motivated university students and young professionals who want to enhance their language and cultural fluency for academic, personal, or career purposes.
Key responsibilities
- Coordinate the day-to-day administration of courses, from enrolment and set-up through to completion
- Provide responsive and professional customer care to students, tutors and clients, handling enquiries and resolving routine issues
- Maintain regular administrative communication with students and tutors throughout their courses
- Monitor attendance, cancellations, rescheduling, course hours and remaining lesson balances
- Maintain accurate and up-to-date student, tutor,
course and client records across our internal systems
- Manage routine financial administration, including invoicing, payment tracking, overdue-payment follow-ups and tutor compensation
- Support the search, initial assessment, onboarding and offboarding of tutors. The actual decision is taken by the recruiting team but we'll need support with the initial screening.
- Maintain tutor documentation, contracts, payment details and availability records
- Assist with the planning, administration and delivery of online and in-person events
- Maintain administrative procedures, checklists and internal documentation
- Support management with meetings, calendars, appointments and occasional business travel arrangements
- Identify recurring problems and recommend improvements to workflows and the overall student and tutor experience
We are a very organised operation with precise documentation and guidance on our workflows. You can expect clear instructions and ways of working; we would expect a very highly organised, autonomous, proactive candidate who can show constant presence of mind in their daily work and who can predict errors before they arise because they have everything under control.
The ideal candidate
- Is based in Milan or Florence
- Has previous experience in administration, operations, customer service, course coordination or a comparable role
- Demonstrates excellent organisational and time-management skills
- Is comfortable managing multiple priorities while maintaining a high level of accuracy
- Communicates clearly, professionally and empathetically with students, tutors, clients and colleagues
- Takes a proactive, flexible and solution-oriented approach to work
- Can work autonomously, exercise sound judgement and escalate issues appropriately
- Handles confidential and sensitive information with professionalism and discretion
- Is proficient with digital productivity tools and comfortable working with databases
- Ideally has experience with Notion and learning or course management systems, or is willing and able to learn new systems quickly
- Has an excellent command of English, at native or near-native level
- Knowledge of additional languages (particularly Italian, and then also French or Spanish) is a considerable advantage, especially Italian
Travel We hold a number of events in major cities around Europe (e.g. London, Paris, Madrid, Milan, Florence, Rome, etc.). In high peak months (October-April), there may be 1-5 such events every month. You may not be required to attend all of them but definitely some. You would receive a company credit card for all expenses, so you wouldn’t need to wait to be reimbursed.
What we offer
- Competitive compensation for the role and in line with the candidate's experience
- Remote work is possible (but some travel is required, mostly for events around Europe)
- A responsible and varied role within a professional environment
- The opportunity to work closely with management and contribute to the organisation’s development
- A collaborative and supportive workplace
- Flexible hours
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