Communications Coordinator

Acting as the primary point of contact for families throughout the working day, this full-time remote position supports an established international tutoring and education consulting company. Operating from a home workspace in South Africa, the role aligns with Portugal working hours (08h00–17h00 Europe/Lisbon time, equating to 10h00–19h00 SAST from late October to late March, and 09h00–18h00 SAST for the remainder of the year). The Communications Coordinator ensures smooth operational logistics between families, teachers, and a lean core administrative team. Success in this role relies on taking full ownership of family WhatsApp communications, delivering rapid, accurate responses, and maintaining seamless coordination across international curricula such as IB, IGCSE, and A-Level. Key Responsibilities Manage Family WhatsApp Groups: Monitor and administer all family WhatsApp groups throughout the working day, issuing immediate holding messages within minutes followed by complete, accurate resolutions. Coordinate Lesson Logistics: Handle daily scheduling, rescheduling, cancellations, teacher changes, holiday schedules, and lesson reminders across international time zones. Administer Group Lifecycles: Create new family WhatsApp groups when students onboard and archive groups upon completion in accordance with Standard Operating Procedures (SOPs), ensuring full compliance with WhatsApp Business policies. Respond to Direct Enquiries: Manage incoming prospective enquiries via the website chat widget and direct WhatsApp messages, qualifying new leads and scheduling free Academic Support Reviews. Facilitate Cross-Team Coordination: Relay requests and updates between families, over 70 qualified teachers, and the administrative team, tracking every action item until closed. Escalate Sensitive Matters: Identify and immediately escalate critical issues—including complaints, safeguarding concerns, billing disputes, and at-risk students—to the appropriate team member. Maintain Accurate Records: Update the CRM and internal records promptly following every client interaction. Drive Communication Improvements: Identify recurring family queries to propose new message templates, FAQs, or SOP updates, and support the transition of client communications onto new platforms such as Go High Level. Essential Requirements Written English proficiency, demonstrating clear, warm, and error-free communication across both detailed correspondence and brief chat messages. Proven ability to manage high volumes of concurrent conversations while tracking all required follow-ups. Calm, sound judgement when supporting anxious or frustrated parents, paired with the awareness to escalate sensitive issues appropriately. Strong accountability and ownership to resolve queries independently rather than passing them on. High level of organisation and attention to detail regarding dates, times, and names across multiple time zones. Confident user of WhatsApp Business and Google Workspace, with the ability to learn new software platforms rapidly. Reliable availability from 08h00 to 17h00 Portugal time (Monday to Friday) from a quiet home workspace equipped with stable internet and backup power. Desirable Requirements At least 1 year of experience in a client-facing communications, customer service, front-office, or coordination role. Spoken and written Portuguese. Background in education, tutoring, schools, or hospitality. Familiarity with international curricula (IB, IGCSE, A-Level) and international school operations. Experience utilising CRM or messaging platforms such as Go High Level, Airtable, or Tutorbird. Required Software Skills WhatsApp Business Google Workspace Go High Level (Desirable) Airtable (Desirable) Tutorbird (Desirable) CRM systems (General / Desirable) Benefits and Culture Collaborate within a small, lean, and supportive administrative team behind a network of over 70 qualified, in-school-experienced curriculum specialists. Contribute to an organisation established for approximately six years with a 4.8 Trustpilot rating and a 5.0 Google rating. Work Arrangement Fully remote (candidates must be based in South Africa with a quiet home workspace, stable internet, and backup power).