Service Territory Professional

Overview

ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and educational institutions on one intuitive and personalized platform. ApplyBoard is a mission-driven, hyper-growth organization focused on breaking down barriers to international education and investing in career growth. Our six core values guide our culture as we Educate the World and reflect a diverse team representing students from more than 150 countries we support.

The Opportunity

As a Service Territory Professional (STP), you will manage a portfolio of Recruitment Partners (RPs), providing end-to-end service and support. You will be the single point of contact for your RPs needs, aiming to deliver timely, impactful resolutions of escalated issues while fostering a positive business relationship. You will achieve this through proactive account and application-level analysis and by educating partners on how to leverage ApplyBoard products and services. You will work on target plans by shortlisting top-performing RPs and use close relationships with key accounts to serve as a voice for customers, providing regular feedback and contributing to strategic discussions. This position reports to the Service Territory Manager.

What you'll be doing every day

• Account Management
• Be the single point of contact with the assigned RPs, providing dedicated, real-time support through their preferred channel(s) (email, WhatsApp, phone, live chat, etc.).
• Help to grow your accounts' business with ApplyBoard by establishing a trusted relationship.
• Own the enrollment target for your portfolio of accounts.
• Develop a strategy for account stability and growth in collaboration with relevant stakeholders.
• Work closely with your accounts and foster regular engagement via weekly/bi-weekly calls, reports, and updates.
• Conduct weekly/bi-weekly governance meetings with RPs to review performance and address concerns.
• Proactive Support and Engagement
• Provide proactive outbound service by monitoring applications in-funnel and engaging in follow-up campaigns, including addressing missing/pending information during the application journey.
• Prioritize incoming support requests from your accounts to meet SLA.
• Maintain your customer portfolio with events, challenges, and preferences so that account health is discernible at a glance.
• Product Knowledge
• Maintain in-depth knowledge of ApplyBoard products and services to provide accurate information and support.
• Stay updated with new product releases, features, and company policies.
• Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions.
• Maintain confidentiality of customer information and adhere to data protection regulations.
• Team Collaboration & Communication
• Work closely with cross-functional internal teams to ensure timely execution of tasks.
• Take ownership of assigned tasks and projects to meet standards and deadlines.
• Continuously update partners on SOPs and requirements.
• Assist management in identifying bottlenecks and gaps in cross-team processes and policies; contribute to strategies that enhance interdepartmental efficiency.
• Training & Development
• Represent the ApplyBoard brand to promote our platform to RPs. Train and guide RPs to improve the quality and volume of international applicants.
• Assist on projects to improve CX processes, tools, or training to improve customer outcomes.
• Occasionally assist with training new team members and updating training materials.
• Maintain up-to-date knowledge of new processes, systems, and best practices in education credentials.
• Participate in and complete all training programs to develop skills relevant to the role.
• Promote the ApplyBoard platform to increase adoption.

What you bring to the table
Education

An associate's or Bachelor's degree.

Work Experience

• 1-3 years of customer service experience
• 2+ years experience with ApplyBoard, preferably within the Customer Experience (CX) team

Skills

• Experience training and/or developing training/process documentation resources
• Strong understanding of ApplyBoard platform and application processes/policies
• Knowledge of Jira, Zendesk, Google Suite is an added advantage
• Proficiency in proofreading/editing text for spelling and grammar
• Flexible to work from office per team policies
• Ability to work flexible hours to accommodate stakeholders
• Strong analytical abilities, detail-oriented with high accuracy
• Working knowledge of Google Sheets, Microsoft Word, and Gmail
• Adept at researching and problem-solving
• Thrives in a collaborative, teamwork environment
• Ability to prioritize tasks with attention to detail
• Ability to work in a fast-paced environment and adapt to new policies
• Ability to work cross-functionally to ensure processing efficiency
• Excellent problem-solving skills under ambiguity to support students while maintaining partner relationships
• Excellent interpersonal, verbal, and written communication skills

About ApplyBoard

ApplyBoard empowers students worldwide to access the best education. With over 1,000,000 students helped from 150+ countries, we are just getting started. Our 1,200 global team members in 30 countries assist students and 1,500 partner institutions by empowering the international student sector with innovative technology and insights. ApplyBoard is a multi-year Deloitte Fast 50/Fast 500 ranked company, reflecting strong growth and development opportunities for our people.

ApplyBoard welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.

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