Junior Schools Services Coordinator - Pamoja Education, Faria Online Schools in Oxford

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 personalised 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.

We are looking for an energetic individual with at least 2 years prior Customer Support, Customer Success, or Account Management experience to join our Team as Junior School Services Coordinator (JSSC) for Pamoja. In this role, you will be responsible for customer support operations as part of our School Services team. You will play a significant role in contributing to the growth and success of Pamoja. The JSSC 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 collaboratively and skilled in working autonomously with a remote global team.

• 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 information.
• Follow up with customers to ensure correct utilisation 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 the timely execution of the student enrolment 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 who 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.

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

• 2 + years prior Customer Support, Customer Success, or Account Management experience.
• 1 + years prior experience in EdTech and a 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.
• Product knowledge & understanding of customer ‘Jobs-to-be-Done’.
• Proficiency with the following tools: Jira, Zendesk, Google Docs, Zoom, Power BI, Hubspot.
• Ability to work autonomously and collaborate with other departments on projects and tasks.
• Improvement based on feedback and observation of others.
• Online presence & responsive communication.
• Customer-first attitude.
• Responsibility and ownership of tasks and projects.
• Collaboration across teams and time zones.
• Able to work under pressure and deliver to tight deadlines.
• Ability to multitask and prioritise effectively.

Interested candidates should submit a CV and cover letter detailing their relevant experience and interest in the role. Please be advised this role is subject to two satisfactory references, one being from your most recent employer and the right to work in the UK. Pamoja Education reserves the right to close the application process once a suitable candidate is found. Due to the nature of this role, applicants must be based in the United Kingdom. No agency, direct applicants only.