Remote Customer Success Specialist

About the role

The Institute of Knowledge (IOK) is seeking a dedicated and empathetic Remote Customer Success Specialist to join our team on a Full-Time basis. As a key member of our organisation, you will be instrumental in supporting our community of students, parents, and participants, ensuring they have a seamless and enriching experience with our diverse educational programmes. The successful candidate will be a proactive problem-solver who is passionate about facilitating personal and spiritual growth through education. This role is fundamental to upholding our mission of fostering a finer future by connecting individuals with high-quality Islamic resources.

Responsibilities

• Serve as the primary point of contact for our community, professionally handling inquiries via email, phone, and online communication channels.
• Guide new students and families through the onboarding and registration process, ensuring they feel welcomed and well-informed.
• Proactively engage with users to ensure they are maximising the value of our online courses, school programmes, and community events.
• Gather, analyse, and report on community feedback to help identify areas for improvement across all our services.
• Collaborate effectively with academic staff and administrative teams to resolve issues promptly and enhance the overall student journey.
• Maintain meticulous and accurate records of all customer interactions and support activities.
• Support the coordination of online and onsite community events designed for personal and spiritual development.
• Contribute to the development of support documentation, including FAQs and user guides, to empower our community.

Qualifications

• Proven professional experience in a customer success, student support, community management, or a similar client-facing role.
• Exceptional written and verbal communication skills, with an innate ability to build rapport and trust.
• Strong problem-solving skills, combined with a patient and empathetic approach to handling inquiries.
• Excellent organisational and time-management abilities, with a proven capacity to manage multiple priorities effectively in a remote work environment.
• Proficiency in using CRM systems and standard office software.
• A self-motivated and proactive individual who thrives both independently and as part of a collaborative team.
• Experience within an educational or non-profit organisation is highly desirable.
• A genuine interest in and appreciation for faith-based educational programming would be an advantage.

Benefits

• A fully remote and flexible working environment.
• The opportunity to be part of a mission-driven organisation making a positive impact.
• A supportive and collaborative team culture.
• Opportunities for continued professional development.