Customer Success Administrator (Remote)
Rising Academies, Ghana
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,