Junior School Services Coordinator, Pamoja

Pamoja provides online learning solutions for IB World Schools. Pamoja Online Courses provide a wide range of online courses across the IB Diploma Programme, supporting personalized learning through our global classroom. Our curriculum-aligned courses are taught online by our experienced teachers trained in digital learning methodologies. Pamoja Lesson Suite provides teachers with a range of tailor-made resources to use in their classroom, including course content broken down into lessons, student assessment, and progress monitoring tools. It is designed as a solution to save teachers time on course preparation whilst developing skills in online learning methodologies. 

We are looking for an energetic individual with at least 2 years prior Customer Support, Customer Success, or Account management experience to join our USA Team as Junior School Services Coordinator (SSC) for Pamoja.

In this role, you will be responsible for customer support operations in the USA as part of our Customer Success team. You will play a significant role in contributing to the growth and success of Pamoja. The SSC provides a broad spectrum of support and is responsible for building relationships with customer schools to support the retention of enrolments and increase student enrolments in line with growth targets. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team.

Key Responsibilities

Customer Success

• Provide 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, pulse checks, and well-being plans to 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 SBCs to keep them appropriately informed of company activities and enhancements to systems and processes
• Support timely execution of the student enrolment process in line with the operational calendars
• Facilitate the induction and training of school SBCs – monitor gaps to provide tailored follow-up

Customer Support

• Email & telephone support operations, responding to support tickets 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 enrolment process in line with the operational calendars

Other: Project work

• Attend and own system improvement projects
• Support new product launches
• Contribute to customer case studies and testimonials

Requirements

Prior Experience & Requirements

• 2 + years prior Customer Support, Customer Success, or Account Management experience. 
• Interest 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

Capabilities & Character

• Product knowledge & understanding of customer ‘Jobs-to-be-Done’.
• Proficiency with all sales tools (Jira, Zendesk, Google Docs, Zoom, Power BI, Hubspot, etc).
• Ability to