Inside the KivoSpot School of Customer Experience

Your 6-week journey to becoming a globally trusted support professional.

The KivoSpot School of Customer Experience is more than a course; it’s a career launchpad for remote roles in customer service, client support, and customer success. Over 6 weeks, you’ll gain the skills, confidence, and practical know-how to work with international companies and represent brands with excellence.

We analysed over 4,000 global customer experience and support job descriptions to design a curriculum that aligns precisely with what international companies and hiring managers are looking for; from multichannel communication and ticket handling to escalation management, customer retention, onboarding, and service recovery.

Whether you’re starting fresh or transitioning into a remote support role, this program guides you step-by-step to becoming a calm, capable, and trusted customer experience professional.

Week-by-Week Curriculum

KivoSpot School of Global Sales

Week 1: The Remote Sales Mindset

● Understanding Customer Service vs Customer Experience
● The impact of great support on brand loyalty and growth
● Role of empathy, patience, and emotional tone
● Remote support culture and global CX expectations

Week 2: Communication Across Channels

● Writing clear and professional customer emails
● Handling live chat interactions with clarity and speed
● Optional: Phone support etiquette and tone
● Adapting to diverse customer cultures and time zones

Assignment: Multichannel Response Simulation Respond to 3 different customer scenarios: email, chat, and social message testing tone control and adaptability.

Week 3: Support Workflows & Escalations

● Understanding support tickets, tagging, and priority setting
● Escalation flow and internal collaboration (CX → Tech/Product)
● Creating and referencing knowledge base content
● Managing repetitive queries with templates/macros

Assignment: Ticket Workflow Simulation Categorize, prioritize, and escalate mock support tickets with proper tagging and internal notes.

Week 4: Dealing with Difficult Situations

● Calming angry or dissatisfied customers
● Conflict recovery language and setting expectations
● Knowing when to apologize and when to escalate
● Protecting mental health and avoiding burnout in CX roles

Assignment: De-escalation Challenge Respond to a frustrated customer message + write an internal Slack update to a team lead

Week 5: Success Metrics & Proactive Retention

● Understanding CSAT, NPS, resolution time, and churn
● Setting customer expectations and managing feedback
● Renewal conversations and soft upselling
● Onboarding walkthroughs for new clients
● Proactive check-ins and retention planning

Assignment: Support Performance Review + Onboarding Scenario Analyze support metrics and write a proactive onboarding email to a new customer

Week 6: Final Simulation + QBR Preparation

● Conducting customer check-ins and success follow-ups
● Preparing and presenting a Quarterly Business Review (QBR)
● Final profile setup and Video CV walkthrough
● Mentor session with a live CX expert
● Graduation and Talent Pool inclusion

Assignment: End-to-End CX Simulation + QBR Brief Respond to a customer with support history and live updates. Then, draft a 1-page summary QBR report covering goals, progress, and next steps.

What You’ll Walk Away With:

● A Certificate of Completion from KivoSpot Academy
● A verified KivoSpot profile reviewed and ready for employer visibility
● A professional Video CV designed to attract remote job offers
● A place in the KivoSpot Verified Talent Pool, where hiring companies browse and
request trained CX professionals
● Full preparation for entry-level and mid-level CX/CSM roles, globally

Frequently Asked Questions (FAQs)

Yes! It’s fully virtual and self-paced. You can complete the program from anywhere in the world.

The course runs for 6 weeks, but you may take it at your own pace. Assignments must be
completed to qualify for graduation

The Talent Pool is a private directory of trained CX professionals. Employers who request talent
in this field from KivoSpot are matched from this pool first increasing your chances of
interviews and placements.

Yes! Once you complete all modules and submit your final project, you’ll receive a Certificate of
Completion from KivoSpot Academy

All customer support and success-related hiring requests that come to KivoSpot are first filled from our Verified Talent Pool, which includes only certified graduates of this program. Employers see these profiles first because they represent trained, ready-to-work professionals who have been vetted and prepared to meet global standards.

That said, if an employer requests more candidates after reviewing the Talent Pool, we may share additional profiles. So while we can’t guarantee a job, completing this program and joining the Talent Pool gives you a much stronger chance with a verified profile, certificate,
and professional Video CV that help you stand out in a crowded market.

Yes! The program is open to learners across Africa and beyond. All content is designed for remote-first work with global companies as well as onsite and hybrid roles with local companies.

There’s a live mentor session during your cohort. You’ll get to meet a seasoned customer
experience professional, ask questions, and get real-world advice.

Due to the immediate access to digital content and employer pathways, we do not offer refunds after payment. Please be sure before enrolling.

Due to the immediate access to digital content and employer pathways, we do not offer refunds after payment. Please be sure before enrolling.

Ready to join

This is your moment to build a real skillset, get certified, and step confidently into support roles across the world.

What You Get:

● 6-week self-paced training program
● Weekly practical assignments (real-world CX simulations)
● Live mentor session with CX expert
● Certificate of Completion
● Verified KivoSpot profile
● Video CV creation guidance
● Placement in the KivoSpot Talent Pool
● Interview preparation materials
● Intermittent refresher exams until placement

Placement Pathway: Join the Verified Talent Pool

Everyone who completes either program is added to the KivoSpot Verified Talent Pool; a private directory of trained and certified professionals available for remote and hybrid sales and customer-facing roles.

Employers who request for Academy verified talent use this pool to:
● Hire pre-qualified, remote and onsite ready talent in these fields
● Build support and sales teams from scratch
● Fill urgent roles with trained professionals who can deliver from day one

Kindly Note:

● This is a one-time payment. No subscriptions or hidden charges.
● No refunds after purchase due to immediate access and Talent Pool exclusivity.
● All learners must obey rules and complete assignments to qualify for certification and pool inclusion.
● You can begin the course at your convenience within the active cohort window.

Ready to launch your customer experience career?

Start your journey today.

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