System Administrator

3 weeks ago

Canada Oh Baby School of Holistic Nutrition Full time

Department : Operations

Location : Remote, within Canada

Reports to: Operations Manager

Travel Requirements: None

Employment Type: 8-month contract, Part-time (25 hours per week or 5 hours per day Monday - Friday)

 

About Oh Baby School of Holistic Nutrition

 

We are advocates for women’s health specializing in naturally nourishing fertility, pregnancy, postpartum, and babies. Our purpose is to provide the knowledge and tools necessary to help mothers and babies thrive during this transformative stage of their lives. The Oh Baby School of Holistic Nutrition uses an innovative approach to nutritional education — rooted in traditional wisdom, supported by modern science.

 

Position Summary

 

As System Administrator and Student Support, you are responsible for supporting our students via email and running the day-to-day operations of OBN's software and payment systems. Everything you do impacts how our prospective students and current students experience OBN, so this position requires a love of written communication, a high level of professionalism, and the ability to show support for our students as they navigate complicated situations affecting their enrollment. As an online school, Oh Baby has various applications and software (Kajabi, Stripe, Community Box) that need to be managed and updated based on student requests.

 

In this role on the student support side, we expect an excellent level of customer service, especially regarding sensitive requests from our students. Your job will involve daily communication with students regarding their payments, as well as deferral, withdrawal, and extension requests. It’s very important to approach these delicate issues in a clear and supportive way as you work directly with our students on any other enrollment, status, or finance-related questions that come into our inboxes.

 

From a technical perspective, you will be responsible for maintaining day-to-day operations of all software platforms, including managing our financial accounts as you issue invoices, process refunds, and oversee all student payments. This role requires a high level of attention to detail as well as general tech-savviness, and the ability to learn new software quickly. You will work very closely with our student policies, be our go-to person for technology-related questions, and actively work with our Operations Manager to resolve any problems within our policies or with our platforms.

 

Responsibilities


  • Communicate with our prospective and current students in a clear, timely, and supportive manner via email regarding questions related to enrollment status, tuition payments, payment plans, deferrals, withdrawals, upgrades, downgrades, and graduation deadlines.
  • Maintain a high level of customer service, empathy, and professionalism at all times, especially surrounding any sensitive personal information our students may share.
  • Operate all software and technical systems at Oh Baby, including but not limited to Kajabi, Stripe, Gmail, Slack, FlexiQuiz, AirTable, Monday, Elfsight, Community Box, and more.
  • Process student deferral, withdrawal, upgrade, downgrade, extension, and other requests both on the front end with students via email and in the back end through our software platforms.
  • Calculate and update payment plans as requested, send invoices, process refunds, and oversee operations of all payments via Stripe and Kajabi.
  • Follow up via email with any students who are behind on payments or have had their payment plans canceled due to lack of payment.
  • Ensure student access to our learning platform is up-to-date so that everyone who should have access does, and those on deferrals or who have withdrawn do not.
  • Review opportunities within our policies and systems, and make suggestions to improve the digital experience of our OBN students.
  • Oversee our Consultant Directory, maintain existing profiles, and update new graduate profiles as needed.
  • Update the Operations Manager on progress as needed via Slack, and attend weekly team meetings, as well as weekly meetings with the Operations Manager.
  • Support and maintain operational stability of business applications.
  • Collaborate with the Operations Manager on efforts to integrate business systems and processes to eliminate manual tasks.
  • Research and recommend new software or technology products as needed.
  • Operate all software products as an administrator.
  • Technical support for our Oh Baby team members, and students as needed.


Skills & Qualifications  


  • Exceptional verbal and written communication skills.
  • High level of professionalism and customer service, ability to work with students and graduates in a caring and empathetic way, while maintaining our student policies.
  • Excellent with G-Suite, Kajabi (customer and learning management software), Zoom (video conferencing), Slack (team communications), Airtable (grade tracking), Flexiquiz (exam software), and capacity to learn any other software we implement in the future.
  • Basic accounting skills to accurately calculate refunds, monthly payments, and balances owing after withdrawal.
  • Willingness to grow, adapt, learn, and take and apply feedback. This is an ever-evolving role that requires not only teaching, but also learning from peers, supervisors, and students.
  • A team-player mentality. We’re an extremely small, close knit-team and we want to keep it that way.

 

Knowledge & Access


  • Reliable Internet and computer access as this is a fully remote role.
  • Strong teamwork skill is a must.
  • Good communication skills, possess systematic & analytical problem-solving ability.

 

Education & Experience

Required

 

  • Professional experience that demonstrates an ability to work well with people in a customer support role.
  • An interest in nutrition or health, and in supporting pregnancy/women/babies.
  • Familiarity with software and customer or learning management platforms.

 

Preferred


  • A certification from Oh Baby School of Holistic Nutrition.
  • And/or a diploma or Bachelor's Degree in a related field.

 

Working Conditions

 

This is a fully remote role and team, which means the working conditions and schedule are somewhat flexible. We will work with you to create a set schedule at 5 hours/day within OBN’s official operating hours of Monday through Friday from 9:00 AM to 5:00 PM Pacific. As this role is conducted entirely online, you must be able to work at a computer for significant periods of time without strain. You must be available for the weekly team meeting, which is set by the Director, and weekly one-on-one’s with our Operations Manager.

 

Please submit a cover letter along with your application to share why you are interested in working at Oh Baby and why you would be a good fit for this role. Resumes received without a cover letter will not be considered.

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