ECIS, the Educational Collaborative for International Schools is hiring a
School Services Coordinator

Summary

Join us as a School Services Coordinator (SSC) for Pamoja, providing customer support operations in the USA. You will play a significant role in contributing to the growth and success of Pamoja, building relationships with customer schools, and implementing health checks and health audits.

Requirements

• 2 + years prior Customer Support, Customer Success, or Account Management experience
• 1 + years prior experience in EdTech and desire to make life better for students and schools
• Strong written and oral English communication skills with careful attention to detail and a natural flair for building effective relationships
• Eagerness, competitive attitude, & ambition to achieve
• Demonstrated Competence / Self-learning / Autonomy

Responsibilities

• Provide proactive support to customers, establishing priorities and next steps
• Provide high-touch school interaction, proactively building relationships with customer schools to support retention and growth
• Implement health checks and health audits for your allocated pool of customer schools
• Monitor student engagement, including withdrawal requests - Ensuring all possible avenues have been explored
• Update relevant internal systems with notes and customer contact
• Follow up with customers to ensure correct utilization and offer further support
• Support delivering live webinars with clear communication & presentation skills
• Work closely with all Pamoja teams, including the Academic team and the Principal of Online Courses
• Communicate with schools to keep them appropriately informed of company activities and enhancements to systems and processes
• Support timely execution of the student enrollment process in line with the operational calendars
• Facilitate the induction and training of schools’ point of contact
• Email & telephone support operations, responding to support emails from students, Pamoja teachers & school contacts
• Deliver first-line technical support
• Ensure that our quality of service (e.g., support request times and resolutions) is maintained at levels of excellence
• Make customers happy (this requires grace under pressure, especially when you are dealing with a challenging customer that has urgent demands and time pressure)
• Provide Quality Assurance (QA) testing for new feature deploys
• Devise ways to improve our help and support materials, including publishing revisions and updates of materials
• Provide the appropriate level of escalation, keeping a record of the escalation trends to avoid future issues of the exact nature
• Support the administration required for Pamoja, ensuring that the Diploma Programme (DP) services are fulfilled in accordance with the IB’s and Pamoja’s operational calendars
• Support timely execution of the student enrollment process in line with the operational calendars
• Attend and own system improvement projects
• Support new product launches
• Contribute to customer case studies and testimonials

Benefits

• $45,000 annual salary
• PTO for vacation (16 days, increasing with tenure), sick (10), holidays (11) and other life events
• Medical, dental, vision, life and disability insurances
• Monthly health and wellness allowance
• 401(k) & Roth Retirement Plans, Faria offers a 3% match up to 6% of employee invested funds
• Company AT&T wireless plan
• Professional development activities & budget
• Various employee recognition programs and company sponsored social events
• Unlimited books budget