Customer Success Coordinator

Nova Pioneer is looking for a superstar Customer Success Coordinator. As a Customer Success Coordinator, you will be the first voice of Nova Pioneer to many families — a trusted guide and connector between prospective parents and the opportunity to join our transformative learning community. You will play a key role in growing enrolments by engaging prospective families across multiple channels (Phone, Email, SMS, WhatsApp), inviting them to our Open Days, scheduling assessments, and ensuring they feel informed, supported, and excited about joining Nova Pioneer. This is a quick-to-fill role and the successful candidate will need to be available to start on 15th June 2025. 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.

ABOUT NOVA PIONEER

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. To learn more visit www.novapioneer.com.

ABOUT THE ROLE

You will be responsible for:

• Engaging prospective parents via different channels i.e. Phone Calls, Emails, SMS, or Whatsapp, and booking them for an Open Day based on their campus of interest as well as scheduling students for grade-specific assessments.
• Engaging leads and generating applications for all current campuses in Kenya and developing proper strategies that maximise on the conversion rate of qualified leads to applications
• Respond promptly and professionally to all incoming and outgoing calls to maintain excellent customer service and reduce drop-off.
• Accurately process call engagements and ensure all parent data is captured in line with quality and time standards.
• Efficiently utilize Nova Pioneer’s reference materials to provide accurate and timely information to prospective parents
• Work closely with the Admissions team to address unresolved queries and support a seamless customer experience.
• Track, analyze and report parent engagement data to recommend improvements in communication strategies and enrolment processes.
• Assist with special projects and duties as assigned by your manager.

ABOUT YOU

• A Bachelor's Degree in Marketing/Commerce/Business Administration or any other relevant related field.
• Experience: Minimum 1 year in a customer-facing role — sales, admissions, customer service, communications, or business development preferred.
• Academics: 
• Exceptional Communicator: You speak clearly, confidently, and persuasively. You write well and are comfortable adapting your tone to suit your audience.
• Empathetic and Customer-Focused: You listen actively, understand parent needs, and craft thoughtful responses that 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 accountable. You take initiative and care deeply about hitting enrolment targets. Your manager describes you as a self starter
• Organized and Reliable: You can juggle multiple conversations and follow-ups, meet deadlines, and stay on top of your work 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.