We’re looking for a kind, passionate and experienced support professional to join our growing Admissions team. To be successful in this role, you currently live in Africa and have two or more years of experience in customer support, customer success, community management, or B2C account management.
The Microverse Admissions team manages thousands of applicants every week. From the second they show an interest in the school until the very moment they are admitted into the program, they are yours to help succeed. You’ll be in charge of providing exceptional and empathic support throughout the applicant journey, navigating a broad range of cultural, technical, and administrative questions and tasks.
To be suitable for this position, you should have the ability to learn quickly and work autonomously and swiftly without compromising the quality of your output. Most importantly, you should enjoy communicating with others and seeing them succeed. You are resourceful, with the patience and interpersonal skills to confidently carry your message across to a global community of applicants.
You would join the Admissions team that currently consists of three support advocates. These are based in Brazil, the Philippines, and the UK. You would also work closely with, and report to, the Admissions Lead who is based in Portugal, and the Head of Admissions who’s currently in Spain.
Responsibilities
Customer Support
- Timely and accurately respond to inbound conversations from multiple sources using Intercom. (Familiarity with CRM and support systems are advantageous)
- Fully and comprehensively communicate the specifications and requirements of each stage of the application process, as well as their objectives, to best inform your responses to the applicants
- Coach applicants that face difficulties during their application journey
- Escalate operational or technical issues to the relevant team/s
Customer Success
- Spot trends and keep a continuous and constructive feedback loop between the applicant and various teams and leadership layers to help inform strategic direction and initiatives
- Display the ability to formulate and recreate technical and non-technical errors and escalate them accordingly
- Help the efficiency and scalability of the team’s proactive communication stream by creating new FAQ articles, canned responses, and similar solutions and automation
Operational & Administrative
- Ensure operational duties are completed daily with the goal of advancing applicants to their next stage in the application process
- This includes assessing applicants against a number of criteria and requires a high degree of focus, objectivity, and data handling
- Relay constructive and empathic feedback to applicants, to prevent applicants from being admitted until certain requirements can be met from both technical, behavioral, and/or environmental aspects
- Update both internal and external copy and documentation to reflect changes to processes, facts, and conditions
Experience & Skills Requirements
- 2+ years of experience in customer support, community management, or customer success
- Excellent written and verbal communication skills in English
- Ability to learn and take advantage of different technology and software solutions
- Strong attention to detail
- Self-driven to raise the quality of your work
- Proactive at identifying problems and insights based on your interactions with customers
- High empathy for working with individuals from different countries and cultures
- Resourceful troubleshooter and proactive communicator
- A great team player
Ideally, you also...
- Are highly process-driven and can scale support in creative ways
- Are curious about data and enjoy building and improving automation and workflows
- Have worked with customer support tools and messaging platforms such as Intercom
- Have previous experience working for a remote or distributed company
- Are eager to experiment and learn
- Consider yourself to be a global citizen and are passionate about making opportunities more equally distributed around the world
- Demonstrated passion for the learning and education sector
Salary Description
At Microverse, salaries are transparent and based on location and experience. The salary range for this role could be between $32,069.81 - $63,219.97. We used Medellin and London for the range benchmarks.
Some example salaries for locations are below:
- Medellin: $32,069.8
- London: $63,219.97
- Lagos: $42,559.84
- Mexico City: $37,106.38
- Madrid: $46,820.81
- Sao Paulo: $35,211.00
- Nairobi: $35,114.05
- Buenos Aires: $34,372.38
The equity compensation for this role is 0.0250%.
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