Enrollment Support Coordinator - India

OVERVIEW:

The Enrollment Support Coordinator is a Chennai-based, back-office individual contributor role responsible for managing email-based registration, enrollment, and billing support for Fueling Brains Academies in Canada, working a split shift covering both MST and IST business hours. The role focuses on accurate documentation, CRM data integrity, compliance reporting, and timely resolution or routing of parent and centre inquiries. This is not a sales or lead-conversion role — it is a process- and accuracy-driven support function that keeps the enrollment pipeline clean and compliant behind the scenes.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Email & Inquiry Support

• Respond to and manage all inbound registration and enrollment support emails within defined SLAs
• Triage inquiries and route to the appropriate team (Billing, Centre Directors, Sales & Admissions) as needed
• Maintain a professional, consistent tone and brand voice across all email communication

Registration & Documentation Support

• Support processing of registration documentation and required paperwork received by email
• Ensure registration records are complete, accurate, and compliant
• Confirm program placement and start-date details are correctly reflected in internal records

Compliance & Government Reporting

• Complete accurate and timely monthly entries in the Alberta Government Child Care Portal (CCPN)
• Ensure all entries are aligned with internal records and submitted within required timelines

Billing Coordination

• Act as the coordination point for billing-related inquiries received by email
• Log, track, and route billing issues to the appropriate team
• Follow up to ensure timely resolution and communication back to families
• This role does not process payments or make financial decisions.

CRM & Data Integrity

• Maintain high standards of CRM data accuracy and completeness for existing leads and enrollments
• Ensure consistent tracking of interactions and updates
• Support improvements to workflows and reporting processes

Reporting & Continuous Improvement

• Maintain regular reporting on email volumes, response times, and resolution rates
• Identify recurring issues, gaps, and operational challenges
• Provide insights and recommendations to improve support processes and outcomes

Cross-Training & Business Continuity

• Maintain clear, up-to-date documentation of key support processes and workflows
• Cross-train with the Sales & Admissions team to build knowledge of related processes and dependencies
• Support onboarding and training of new team members as required
• Ensure continuity of operations during absences, transitions, or peak periods through effective knowledge sharing

REQUIRED SKILLS & QUALIFICATIONS:

Education

• Post-secondary education in Business Administration, Operations, Communications, or a related field
• Equivalent combination of education and relevant experience may be considered

Experience

• 2+ years of experience in customer support, administrative, or back-office operations, ideally email/ticket-queue based
• Experience using CRM systems and managing data-driven processes
• Experience supporting North American clients/customers is an asset
• Experience in childcare, education, or service-based environments is an asset

Key Skills

• Excellent written English communication with strong attention to detail
• High accuracy and consistency when working with data and documentation
• Ability to manage a high volume of email inquiries while maintaining response-time targets
• Comfort working in a structured, process-driven environment
• Problem-solving mindset with the ability to escalate issues appropriately
• Ability to collaborate effectively across teams without direct authority

WORK ENVIRONMENT REQUIREMENTS:

• Based in Chennai, India
• Split-shift schedule covering approx. 60% Mountain Standard Time (MST) and 40% India Standard Time (IST) business hours, to provide coverage during both Canada and India working hours
• Reliable internet and a quiet workspace suitable for sustained email/documentation work
• Ability to manage periods of high volume and time-sensitive work, with flexibility during peak enrollment periods

ADDITIONAL REQUIREMENTS:

• Ability to maintain confidentiality and handle sensitive information appropriately
• Commitment to delivering a high-quality experience for families and internal stakeholders
• Adaptability to evolving processes, systems, and organizational structures
• Willingness to take on additional responsibilities as required to support business needs
• Alignment with the organization's values, standards, and commitment to excellence in early childhood education