Customer Success Coordinator

Summary

Join Nova Pioneer as a Customer Success Coordinator and be the first point of contact for prospective families, guiding them through the admissions process. You will engage families through various channels (phone, email, SMS, WhatsApp), invite them to open days, schedule assessments, and ensure a positive experience. This remote position requires occasional commutes to campuses in Tatu, Athi, and Eldoret. The ideal candidate will start on June 15th, 2025. You will play a key role in increasing enrollment by engaging prospective families and converting leads into applications. You will also track, analyze, and report on parent engagement data to improve communication and enrollment processes.

Requirements

• A Bachelor's Degree in Marketing/Commerce/Business Administration or any other relevant related field
• Experience: Minimum 1 year in a customer-facing role — sales, admissions, customer service, communications, or business development preferred
• Exceptional Communicator: You speak clearly, confidently, and persuasively. You write well and are comfortable adapting your tone to suit your audience
• Empathetic and Customer-Focused: You listen actively, understand parent needs, and craft thoughtful responses that build trust and rapport
• Strategic Thinker: You can segment audiences, plan engagement journeys, and adapt strategies for different customer types and stages
• Driven by Results: You are goal-oriented, proactive, and accountable. You take initiative and care deeply about hitting enrolment targets. Your manager describes you as a self starter
• Organized and Reliable: You can juggle multiple conversations and follow-ups, meet deadlines, and stay on top of your work with minimal supervision
• Collaborative: You are a team player who thrives in cross-functional environments and brings energy and ideas to the table
• You have the ability to thrive in a fast‐paced, entrepreneurial environment
• You are excited about our organizational culture—and in particular, you are fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback

Responsibilities

• Engage prospective parents via different channels i.e. Phone Calls, Emails, SMS, or Whatsapp, and booking them for an Open Day based on their campus of interest as well as scheduling students for grade-specific assessments
• Engage leads and generating applications for all current campuses in Kenya and developing proper strategies that maximise on the conversion rate of qualified leads to applications
• Respond promptly and professionally to all incoming and outgoing calls to maintain excellent customer service and reduce drop-off
• Accurately process call engagements and ensure all parent data is captured in line with quality and time standards
• Efficiently utilize Nova Pioneer’s reference materials to provide accurate and timely information to prospective parents
• Work closely with the Admissions team to address unresolved queries and support a seamless customer experience
• Track, analyze and report parent engagement data to recommend improvements in communication strategies and enrolment processes
• Assist with special projects and duties as assigned by your manager

Benefits

• Consistent and ongoing professional development
• Clear career pathways
• Remote working position with a commute to our school campuses from time to time