Customer Success Coordinator

Cultural Care Au Pair is looking for a Customer Success Coordinator based in our Cape Town office to help us meet our goal to be the largest and most trusted au pair program in the world. 

We are looking for an ambitious, organized, and results-driven professional who wants the opportunity to combine their problem-solving, multi-tasking, and consultative sales skills to set our au pairs on the path to a successful, life-changing year (or more) in the USA. 

In this super dynamic role, you will work with au pairs after they’ve been accepted into our program. This is a crucial time to support our au pairs as they select their host family and prepare to depart to the USA. You will report to the Team Lead. 

If you are someone who can connect with people quickly over the phone, as well as follow up with a sense of urgency while providing effective and impactful feedback, then we want to hear from you.
 

What you'll do:
 

• Support our au pairs through the process of selecting their host family. You will offer guidance on how to navigate our system, help them understand the complete matching process, and how to interview prospective families.
• Provide excellent customer service, internally and externally, to make sure every au pair is compliant with the US State Department regulations before they set off on their journey, collecting, checking, and compliance pieces, and handling the necessary follow-up.
• You will be responsible for hitting goals; the number of South African au pairs that have matched with a host family, compliance document collection deadlines, and the number of South African au pairs that have successfully departed to the USA, to name a few.
• Liaise between au pairs, host families, and our staff in our South African offices and staff in the U.S. 
• At times, it will be necessary to have difficult conversations about sensitive or challenging situations for our au pairs.
   

Who you are:
 

Personal qualifications
 

• You have a high level of personal motivation – you are proactive and a real “self-starter,” you take ownership of your ideas and make them happen
• You are competitive and driven to achieve goals
• You are well-organized and detail-oriented with good time management
• You believe nothing is impossible, don’t shy away from a challenge, and love to find solutions 
• You have amazing communication and customer service skills and know how to balance empathy and assertiveness, and can handle sensitive situations confidently and discreetly
• You love being a part of a supportive team that has fun while hitting goals

Professional Requirements:
 

• University degree
• Previous sales and/or customer service experience preferable
• 6+ months of experience living abroad is advantageous
   

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