Customer Success Coordinator - Remote Eligible

Customer Success Coordinator

Nova Pioneer is looking for a superstar Customer Success Coordinator. As the Customer Success Coordinator, you will be the first voice of Nova Pioneer to prospective families; a trusted guide and connector between parents and the opportunity to join our transformative learning community. You will play a key role in growing enrolment by engaging prospective families across multiple channels, including social media, ensuring they feel informed, supported, and excited about joining Nova Pioneer. This role is essential for delivering exceptional customer service and driving the growth of our student body. This is a quick-to-fill role and the successful candidate will need to be available immediately. This is a remote working position with a commute to our school campuses from time to time. Our school campuses are located in Tatu, Athi and Eldoret.

Imagine a world in which every young person across Africa attends a school that truly sets them up for success in the 21st century. A school that cares about individual students and allows them to explore the world around them. A school that focuses more on developing skills than on memorizing content. At Nova Pioneer, we have done more than just imagine this future, we are bringing it to life. Nova Pioneer is a pan-African, independent network of schools offering high-quality, accessible education from pre-primary through secondary school. Nova Pioneer uses a unique, inquiry-based learning approach that encourages students to ask "why" instead of telling them the "what". It allows them to form their own thinking through exploration, investigation, and collaboration. Nova Pioneer currently has 16 schools in South Africa and Kenya with a vision to launch 100 schools and reach tens of thousands of students across the African continent in the next decade.

You will be responsible for:

• Prospective Parent Engagement & Enrolment Conversion
• Engage Leads and Generate Applications: Proactively engage leads to maximize the conversion rate of qualified leads to applications for all current Nova Pioneer campuses in Kenya.

Communication

Multi-Channel Communication: Engage prospective parents via Phone Call, Email, SMS, WhatsApp, and Social Media (e.g. DMs/Comments) to share our school offering, answer queries, and build interest. Your communication is expected to be well composed and timely, within the protocol set by your manager and the organization

• Data & Reporting: Giving the organization visibility into our progress will be a key responsibility in this role. Filling and maintaining the Integrated Marketing & Admissions dashboard in a timely manner, preparing and submitting monthly, quarterly and annual reports on activities mapped out will be key to measure our progress against your team's key
• Social Media Management & Digital Engagement: Content Execution: Manage the scheduling and execution of approved social media posts across relevant Nova Pioneer platforms (e.g., Facebook, Instagram) to drive engagement and lead generation.

Social Media Monitoring: Monitor social media channels for prospective parent inquiries and feedback, ensuring timely and professional responses.

Digital Reporting: Track, analyse, and report on social media post performance and engagement metrics to inform future content strategy.

Customer Engagement / Events: As a Customer Success Coordinator, you will be expected to book parents for Open Days based on their campus of interest and schedule students for grade-specific assessments and give analysis of the Marketing events, and for making recommendations on potential improvements.

About You

• A Bachelor's Degree in Marketing/Commerce/Business Administration or any other relevant related field.
• A minimum of 1 year of experience in a customer-facing role. Experience in sales, admissions, customer service, communications, business development, or social media management is strongly preferred.
• Exceptional Communicator: You speak clearly, confidently, and persuasively. You write well and are comfortable adapting your tone to suit different audiences and communication channels, especially on public social platforms.
• Empathetic and Customer-Focused: You listen actively, quickly understand parent needs, and craft thoughtful responses that consistently build trust and rapport.
• Strategic Thinker: You can segment audiences, plan engagement journeys, and adapt strategies for different customer types and stages.
• Driven by Results: You are goal-oriented, proactive, and deeply accountable. You take initiative and are passionate about hitting enrollment targets.
• Organized and Reliable: You can effectively juggle multiple conversations and follow-ups, meet strict deadlines, and consistently manage your workload with minimal supervision.
• Collaborative: You are a team player who thrives in cross-functional environments and brings energy and ideas to the table.
• You have the ability to thrive in a fast-paced, entrepreneurial environment.
• You are excited about our organizational culture—and in particular, you are fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.

How to Apply

Does working at Nova Pioneer excite you? If so, then apply! To apply, please complete the form on the right-hand side of this page. We cannot process applications that are emailed to us. Please note: Where a copy of your resume is required, you are encouraged to attach your resume in PDF format to protect formatting. Applications will be reviewed on an ongoing basis until the right candidate is identified. Only qualified candidates will be invited for interviews. If you do not hear from us within 8 weeks of submitting your application, please consider your application unsuccessful.

Working at Nova Pioneer

Nova Pioneer is a place where our people experience tremendous growth, fast! We invest heavily in the growth of our people because it leads to greater mastery in both us and our students. "Novaneers" work harder and work longer hours than at most schools but as a result, the growth they experience is extraordinary. We offer consistent and ongoing professional development and provide clear career pathways that ensure that our people are always achieving their personal and professional best. Nova Pioneer has a highly energetic, entrepreneurial environment where our people get to bring their creative and innovative ideas to life. We look for people who are flexible and who are able to adapt and respond quickly to adversity with a positive, can-do attitude (there are no problems, only solutions!). We welcome challenges and roll with the punches because it makes us, and our students, better. There is no problem too big for us! We work hard but we also have a lot of fun together. We bring infectious energy and enthusiasm to everything we do because joy fuels the hardest work and learning. Read more about our culture principles on our website here.

Nova Pioneer will never request an application fee from candidates. If you are contacted with a request to pay a fee from someone claiming to be a Nova Pioneer Talent or Recruitment representative, please do not pay them and report it to us immediately on talent.ke@novapioneer.com or talent.sa@novapioneer.com.