Student Success Manager: Retention & Collections (Remote, Paid in EUR)

Introduction

Elephant & Cross helps working professionals in Malta earn UK-accredited diplomas online. We're small, fast-moving and growing.

This is a fully remote role, open to candidates anywhere in South Africa, working on nearly the same time zone as our team. You'll own the student relationship from enrolment to graduation and beyond. You'll keep students engaged, sort out their problems, bring back those who fall behind on payments, and help them move on to their next qualification.

Duties & Responsibilities

• Run regular check-in calls with your portfolio of active students

• Spot students at risk of dropping out and step in before they leave

• Resolve student issues quickly, whether administrative or billing (this is not academic support)

• Recover overdue payments firmly and professionally

• Identify and close upsells into students' next course (commissioned)

• Keep the CRM clean.

You'll be measured on

• Monthly student dropout rate

• Share of eligible students who enrol in a next course

• Share of overdue balances recovered within 30 and 60 days

• Share of your portfolio contacted each month

• First reply to student issues within 4 working hours

• Student satisfaction (CSAT or NPS)

Desired Experience & Qualification

• 3+ years in a call centre, with retention, collections or outbound sales experience

• Excellent spoken and written English

• Comfort with targets

• CRM experience

• A reliable laptop, fibre internet, backup power (UPS or inverter) and a quiet workspace

Package & Remuneration

• €1,100/month retainer, paid monthly in EUR (independent contractor)

• Monthly internet allowance

• Commission on upsells

• Quarterly retention bonus

• One-off equipment allowance for a professional headset

Interested?

Our hiring process

• CV review.

• Voice note. Shortlisted candidates receive a short role-play scenario on WhatsApp and record their response as a voice note.

• Screening call. A 20-minute video call to cover your experience and remote work setup.

• Final interview.

• References and offer. We check two references and make an offer.