Customer Success Coach (Education & Enrolment)

Are you warm, confident on the phone and experienced in building strong customer relationships?

We’re looking for a full-time Customer Success & Enrolment Advisor to support families throughout their journey with us. You’ll manage a portfolio of student accounts, build trusted relationships with parents and help families make informed decisions about their child’s ongoing education.

We’re a growing Australian education company that has supported hundreds of families preparing for competitive school entry.

What the Role Involves
- You’ll become a familiar and trusted contact for the families in your portfolio.
- Before each conversation, you’ll review the student’s attendance, homework completion, academic progress and previous communications. You’ll then speak with parents to explain how their child is progressing, understand any concerns and agree on practical next steps.
- You’ll also have confident, helpful conversations about re-enrolment and suitable programmes. This includes addressing hesitation, explaining the value of continuing and recommending additional support when it genuinely suits the student’s needs.
- Success in this role comes from combining warmth with commercial confidence. You should enjoy getting to know families, listening carefully and helping people take the next step.

What You’ll Do
- Make regular outbound calls to parents and students across your assigned accounts.
- Build genuine, long-term relationships with families.
- Review attendance, homework and academic progress before each conversation.
- Explain student progress clearly and in plain English.
- Identify concerns and coordinate the right support.
- Follow up consistently until each issue has a clear outcome.
- Discuss re-enrolment and respond confidently to questions or hesitation.
- Recommend suitable programmes based on each student’s needs.
- Maintain accurate records of conversations, commitments and next steps.
- Manage callbacks and outstanding follow-ups without needing to be reminded.

Our internal dashboard brings together progress history, attendance notes, academic updates and previous communications, giving you the information needed to prepare for every conversation.

Who We’re Looking For
- Warmth and relationship-building ability are just as important to us as previous sales or account management experience.

You’ll be a strong fit if you:
- Have a naturally warm, approachable and professional communication style.
- Enjoy speaking with customers and building relationships over time.
- Have experience in customer success, account management, sales, retention, appointment setting or proactive customer service.
- Are confident making outbound calls and initiating conversations.
- Can listen carefully, understand concerns and respond with empathy.
- Feel comfortable discussing re-enrolment, overcoming hesitation and asking families to take the next step.
- Have a strong academic background and can understand student performance information.
- Can explain information clearly without sounding overly technical or scripted.
- Are organised, reliable and able to take ownership of multiple customer accounts.
- Follow through consistently on callbacks, commitments and unresolved concerns.
- Speak English clearly and naturally.

Education or tutoring experience is helpful, but it is not the main requirement. This position is best suited to someone who enjoys managing customer relationships rather than delivering lessons.

We also welcome applicants from virtual assistance, service coordination, dispatch, hospitality membership, healthcare administration or similar roles involving repeat customers, bookings, follow-up and relationship management.

Availability
- You’ll work 6 to 7 hours per day within the 9 am to 8 pm AEST operating window.
- Shifts may run from Tuesday to Saturday or Wednesday to Sunday, depending on demand.
- Weekend availability is essential.

To Apply
- Please complete the screening questions included with your application.

Shortlisted applicants will complete:
- As part of the application process, you’ll complete a short academic assessment so we can understand how you approach problems.

Working Arrangement
- This role is managed through Upwork, where the rest of our remote team works. You must be willing to create and maintain an Upwork account if you do not already have one.
Please review Upwork’s freelancer service fee before applying: ----------
- The listed rate is a starting point and may be reviewed over time based on performance and responsibilities.

In your application, please include responses to the following:
- What is your typing speed? Please provide a link or screenshot of your result.
- Record a short introduction (~90 secs, vocaroo link or gdrive link). Tell us 1) who you are 2) why this role suits you 3) what you're like to work with. Talk to us like a person, not a script.
- Are you amenable to the work hours indicated in the job post?
- Are you willing to complete a short academic test?

If you’re warm, proactive and confident helping families make decisions, we’d love to hear from you.