Customer Success Administrator (Remote)

Customer Success Administrator (Remote)
Rising Academies, Ghana

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Dec 12, 2022
Last Date
Jan 12, 2023
Location(s)

Job Description

The context

Across the developing world, more children than ever are in school but they are not learning. A recent study estimated that less than 1% of school children in Sub-Saharan Africa attend a school where the teaching meets basic standards of quality. At Rising Academies, we’re changing that, and we want your help.

About us

We are a growing network of inspiring schools in West Africa. Our mission is to unleash the full potential of every student, equipping them with the knowledge, skills, and character to succeed in further study, work, and day-to-day life. We support more than 250,000 students across Sierra Leone, Liberia, and Ghana through a combination of low cost private schools we manage directly, and partnership schools we manage in collaboration with governments. Independent evaluations have found that Rising students make learning gains two to three times larger than their peers in comparable schools.


We have recently closed our Series A funding round and won a multi-year, multi-million dollar grant to accelerate the development of our digital ed-tech solutions for low-income students across the globe. Our ‘Bambai’ suite of digital tools already includes a school information system, school observation tool, chatbot tutor, accelerated learning program and teacher coaching app. This is just the start. We want to expand our range of digital products to help improve the quality of education for millions of students around the world. If you want to make a difference to the lives of teachers, students and parents, then we are the right place for you.

About the role

We are looking for a technically competent Customer Success Administrator with a strong drive for positive user outcomes to join our team. A major part of this role will be to ensure near-real-time response to all B2C users (students) on our multi-award winning AI-powered Math Chatbot tutor Rori which is delivered via WhatsApp.

The Customer Success Administrator will oversee maintaining continuous user engagement, maximizing value, and implementing strategies that boosts overall user support and satisfaction. The ideal candidate will enhance customer experience by efficiently managing user complaints and requests. You must be empathetic, adept at learning and utilizing new products, and capable of communicating effectively with product users.

The Customer Success Administrator will:

  • Oversee the full-cycle customer success experience and support for Rori users.
  • Review customer issues and ensure near-real-time response to all user requests for help/support.
  • Harness automation, surveys and campaigns to increase user engagement and maximize retention.
  • Build and implement best-in-class customer support strategies that enhance overall user satisfaction on Rori for students.
  • Prepare high-quality customer reports to relevant stakeholders to drive improvement and influence management decisions.
  • Minimize customer churn and maintain a high Net Promoter Score (NPS) for Rori.
  • Support new customers to fully onboard with Rori and triage any onboarding issues in a timely manner.
  • Document customer support interactions, reported bugs and resolutions, and report Rori bot-related issues to Rori Ghana Implementation Lead for timely resolution.

Requirements

Qualifications and Experience:

  • 3+ years experience in customer success, user support or in a similar role. Preferably in chat/online spaces.
  • Experience in successfully collaborating with diverse teams of technologists, and stakeholders across different countries and time zones.
  • Experience using product feedback and data to resolve user complaints and increase user satisfaction.
  • Experience promoting value through customer experience and excellent customer support practices.
  • Exceptional ability to communicate and foster positive user relationships and engagements.
  • Proficient in using Microsoft Office Suite, Google-Suite products and various collaborative tools.
  • Technical aptitude and ability to learn the various aspects of products and softwares.
  • Experience providing near-real-time response to customers/users, especially those in the sub-saharan Africa regions.
  • Minimum of a bachelor's degree.

About You:

  • You have excellent verbal and written communication skills, and interpersonal skills.
  • You are empathetic and able to interact effectively with product users (students).
  • You can communicate with technical teams and stakeholders in a multicultural environment, as well as clearly document reports for these audiences.
  • You demonstrate people skills; must be able to collaborate effectively with diverse personalities and skill sets, and enjoy constructive conflict.
  • You have a strong track record of professionalism, trustworthiness and working independently sometimes.
  • You possess effective relationship building, and teamwork skills.
  • You are proactive, self-driven and can take initiative and problem-solve.
  • You are comfortable working with senior leadership, reporting on data and outcomes.
  • You are willing to take risks, fail, learn, give and receive feedback, and try new approaches.
  • You are passionate about improving the quality of education across Africa.

Benefits

We offer a competitive salary and benefits package. We regularly benchmark our compensation against comparable businesses, social ventures and non-profits.

Rising’s goal is to be transparent about salaries at all levels of the organization and have a standard, global pay scale for all positions that is non-negotiable.

The benefits we offer are built to have a strong added value on our staff’s well-being and we are excited to discuss this further with you in the process.

Location and reporting

This is a full-time position. The role would ideally be a fully remote role based in Accra, Ghana but we are open to strong candidates from within the West African region.

The role will report directly to Rising’s CTO.

Application Deadline

Applications should be submitted by 31st December 2022. Only shortlisted candidates will be contacted due to the volume of applications.


Rising is an Equal Opportunity Employer. We celebrate diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All employment decisions are based on individual qualifications without regard to race, color, religion, age, sex, sexual orientation, ethnicity, gender identity and expression, national origin, family or parental status, veteran or disability status.

Rising is committed to creating a culture within the organization, and its schools, that recognizes the importance of safeguarding children and prioritizing their rights and needs. We strive to uphold international safeguarding standards, and keep the safety and well-being of our students at the heart of what we do. All Rising employees are expected to abide by the Child Protection Policy, and to have the same level of commitment to protect children from harm. Safeguarding questions are part of every interview process and all Rising employees undergo reference checks before joining the organization.

Job Specification

Rising Academies

Information Technology and Services - Tamale, Ghana