[Hiring] Student Success Manager @Elephant & Cross

Role Description

Elephant & Cross helps working professionals in Malta earn UK-accredited diplomas online. This is a fully remote role, open to candidates anywhere in South Africa, working on nearly the same time zone as our team. You'll own the student relationship from enrolment to graduation and beyond. You'll keep students engaged, sort out their problems, bring back those who fall behind on payments, and help them move on to their next qualification.

• Run regular check-in calls with your portfolio of active students
• Spot students at risk of dropping out and step in before they leave
• Resolve student issues quickly, whether administrative or billing (this is not academic support)
• Recover overdue payments firmly and professionally
• Identify and close upsells into students' next course (commissioned)
• Keep the CRM clean.

You'll be measured on:

• Monthly student dropout rate
• Share of eligible students who enrol in a next course
• Share of overdue balances recovered within 30 and 60 days
• Share of your portfolio contacted each month
• First reply to student issues within 4 working hours
• Student satisfaction (CSAT or NPS)

Qualifications

• 3+ years in a call centre, with retention, collections or outbound sales experience
• Excellent spoken and written English
• Comfort with targets
• CRM experience
• A reliable laptop, fibre internet, backup power (UPS or inverter) and a quiet workspace

Benefits

• €1,100/month retainer, paid monthly in EUR (independent contractor)
• Monthly internet allowance
• Commission on upsells
• Quarterly retention bonus
• One-off equipment allowance for a professional headset

Company Description