Operations & Student Experience Assistant (Remote, Part-Time)

We are growing Write Edge in Indonesia and are looking for a warm, organised, and proactive Operations & Student Experience Assistant to support our parents, students, teachers, and daily class operations. You will take care of the student journey after trial, from parent follow-up and enrolment support to scheduling, teacher coordination, retention, and resolving day-to-day issues. This role is ideal for someone who is highly organised, quick to solve problems, comfortable communicating with parents and teachers, and takes initiative to keep things moving. Key Responsibilities Post-Trial Follow-Up & Enrolment * Follow up with parents after trial classes and share teacher feedback. * Answer questions about programmes, schedules, fees, and enrolment. * Guide interested parents through enrolment and class selection. * Track trial outcomes and enrolment status. * Escalate more complex cases when needed. Parent Communication & Student Experience * Be a key point of contact for parents after trial and throughout their child’s enrolment. * Answer questions about classes, schedules, attendance, payments, feedback, and replacement lessons. * Send important class updates, reminders, and student feedback. * Support onboarding for newly enrolled students and ensure parents receive the correct class information and links. * Handle parent concerns and complaints professionally and coordinate with the relevant teacher or team member to resolve them. * Keep clear records of important follow-ups and outcomes. Student Retention & Re-Engagement * Follow up with parents regarding renewals and continued enrolment. * Identify students who may be at risk of leaving and understand their concerns. * Support suitable solutions such as schedule changes, class transfers, or replacement lessons. * Re-engage previous students and families where appropriate. * Track renewal, withdrawal, and retention outcomes. Teacher & Class Operations * Communicate with teachers regarding students, trials, attendance, feedback, and parent concerns. * Support teachers with class information, links, documents, and basic login or access issues. * Coordinate teacher schedules and help arrange relief teachers when needed. * Manage class transfers, replacement lessons, and rescheduling requests. * Keep teachers and parents informed of class or schedule changes. * Support smooth day-to-day class operations. Reporting & Data Management * Maintain accurate and up-to-date student, parent, teacher, class, payment, and attendance records. * Update internal trackers, rosters, schedules, and student databases. * Track trials, enrolments, renewals, withdrawals, complaints, and operational issues. * Prepare regular reports and updates for the team.[a] Daily Operations & Process Support * Keep pending follow-ups, parent requests, teacher matters, and operational tasks organised. * Maintain organised files, templates, trackers, and internal documents. * Support general administrative and operational tasks as needed. * Follow existing SOPs and communication guidelines. * Suggest practical improvements to make daily operations and the parent experience smoother. Requirement * At least 1 year of experience working remotely in operations, customer service, education, administration, or a similar role. * Strong written and verbal communication skills in English and Bahasa Indonesia. * Able to work independently and manage responsibilities with strong ownership and initiative. Skills & Key Attributes * People-oriented, warm, and confident when communicating with parents and teachers. * Highly organised and meticulous, able to manage multiple students, schedules, follow-ups, and records accurately. * A quick problem solver who can stay calm under pressure and find practical solutions efficiently. * Proactive and resourceful, with the initiative to identify what needs to be done and follow through. * A strong doer who keeps things moving and makes sure tasks are completed. * Detail-oriented and reliable when handling student records, schedules, reports, and operational information. * Confident using Google Workspace, including Sheets, Docs, Drive, and Classroom. * Adaptable and comfortable working in a growing, fast-moving environment. * Experience in education, parent support, student services, or operations is a plus.