Maatri Nepal

Education - School & Colleges

Communications and Support Officer

Views: 389|Published on: May 08, 2026|

Marketing / Advertising / Customer Service

+1 more

Mid Level

Full Time

Vacancy: 1

Sanepa, Kupondole|

Experience: More than 3 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

About Maatri Nepal and School Sherpa

Maatri Nepal is building innovative solutions to support education, learning, and institutional growth in Nepal. School Sherpa is our flagship Learning Intelligence platform which detects the learning gap of the students and provide analysis that shows where learning is breaking, why it is breaking, and what support is needed.

We are looking for a Communications and Support Officer who can lead day-to-day communication and support for School Sherpa, build strong relationships with schools, and ensure that every school we work with feels supported, heard, and valued.

Position Overview:

The Communications and Support Officer will be responsible for managing communication, onboarding support, issue handling, and relationship management for schools who are using school sherpa.

This is a mid-level role suited for someone who is highly responsive, empathetic, organized, and comfortable working with schools, teachers, administrators, and internal teams. The role requires strong communication skills in both English and Nepali, excellent documentation discipline, and the ability to solve problems calmly and professionally.

Key Responsibilities:

1. Lead Communications and Support for School Sherpa:

The officer will lead communication and support activities for School Sherpa, ensuring that schools, teachers, educators, and students receive timely, clear, and professional responses.
This includes managing incoming questions, concerns, feedback, complaints, onboarding requests, and product-related issues.

2. Develop Communication and Support Plans:

Create and implement communication strategies, support plans, and response processes to ensure that School Sherpa provides an excellent client experience.
This includes planning how schools will be informed, onboarded, trained, followed up with, and supported throughout their use of the product.

3. Support Schools During Onboarding and Usage:

Guide schools, teachers, and administrators through each phase of the School Sherpa journey. The officer must help schools understand the product clearly and feel confident using it.

4. Address Issues Professionally and Quickly:

Ensure that concerns, complaints, and technical or operational issues are acknowledged quickly, tracked properly, and resolved effectively.
The officer should be able to communicate calmly and clearly, especially when schools are facing urgent problems such as access issues, login problems, classroom disruptions, or usage confusion.

5. Maintain Regular Communication with Schools:

Stay regularly connected with schools to understand whether School Sherpa is delivering value.
The officer should proactively check in with schools, collect feedback, identify usage challenges, and coordinate with internal teams to improve the school experience.

6. Make Schools Feel Valued:

A core responsibility of this role is to ensure that schools feel respected, supported, and valued.
The officer should build trust with school leaders, teachers, coordinators, and administrators by being responsive, respectful, helpful, and consistent in communication.

7. Manage, Track, and Report Support Activities:

Manage the full communication and support cycle, including:
Tracking issues and requests
Recording client concerns
Following up on pending matters
Escalating issues when needed
Coordinating with internal teams
Reporting updates to the manager
Maintaining support records and client communication logs

8. Ensure Fast Acknowledgement and Responsiveness:

The officer must be extremely responsive. Even when a solution requires time, schools should receive quick acknowledgement and clear communication on what is being done, who is handling it, and when they can expect an update.

9. Understand the Nepal Education System:

The officer should understand how schools in Nepal operate, including:
Academic calendars
Exam periods
Class schedules
Enrollment cycles
Parent communication
Teacher workload
Student data concerns
School administration and hierarchy

10. Communicate Proactively

The officer should not wait only for schools to raise concerns.
They should proactively share updates, guidance, reminders, training materials, known issue notices, and helpful product information.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 3 years

Other Specification

Required Qualifications:

Bachelor’s degree completed in Communications, Management, Education, IT, Business, Social Sciences, or a related field
Minimum 3 years of experience in communications, client support, customer success or a related role
Experience in technology, edtech, software support, or product communication is preferred
Fluent written and spoken communication skills in English and Nepali
Strong understanding of Nepal’s school and education environment
Comfortable communicating with school leaders, teachers, administrators, and internal teams

Required Skills and Qualities:

Excellent communication skills
Strong attention to detail
High responsiveness
Empathy and patience
Problem-solving attitude
Learning mindset
Ability to stay calm under pressure
Strong documentation discipline
Professional writing and reporting skills
Ability to explain product features in simple language
Cultural and institutional awareness
Ability to build long-term relationships with schools
Strong follow-up and coordination skills
Ability to manage multiple school communications at the same time
Commitment to making the school and teacher experience smooth and valuable

Skills Required

Required skills for this job

Communication

Reporting

Customer Service

Documentation

Market Analysis

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

Click on Login to Apply and apply to this job via your jobseeker profile with easy apply process.

Note: You need to have merojob registered jobseeker profile to apply via your profile.

Apply Before: May 23, 2026

About the organization

Maatri Nepal

Education - School & Colleges

Jhamsikhel, Lalitpur

We believe that when teachers thrive, students succeed. That’s why we provide self-paced e-learning courses and curriculum-aligned audio-visual teaching materials designed specifically for Nepal’s classrooms.

Our mission is simple: to support educators with tools that make teaching easier, more engaging, and deeply impactful. Whether you're teaching in a remote community or a busy urban school, Maatri is here to lighten your load and amplify your impact.

With hundreds of audio-visual materials and differentiated resources, Maatri Nepal caters for all abilities and needs whilst reducing teacher workload.

With Maatri, teachers don’t have to do it all alone, we’re with you, every lesson of the way.

Website: www.maatrinepal.com

Why Create a Profile?

Get Personalized Job Recommendations
Apply Faster with Saved Details
Showcase Your Skills to Top Employers

Stand out and boost your chances of getting hired!

Similar JobsPowered by Merojob AI

Deadline: May 19, 2026

Maatri Nepal

Communications and Support Officer

Views: 389|Published on: May 08, 2026|

About the organization

Maatri Nepal

Why Create a Profile?

Similar JobsPowered by Merojob AI

Admin Officer

Communications Officer

ICT In-Charge

IELTS Instructor

FOR JOBSEEKER

FOR EMPLOYER

ABOUT US

CONTACT US

Maatri Nepal

Communications and Support Officer

Views: 389|Published on: May 08, 2026|

About the organization

Maatri Nepal

Maatri Nepal

Communications and Support Officer

Views: 389|Published on: May 08, 2026|Save Job

About the organization

Maatri Nepal

Why Create a Profile?

Similar JobsPowered by Merojob AI

Research and Business Developm...

Admin Officer

Communications Officer

ICT In-Charge

IELTS Instructor

FOR JOBSEEKER

FOR EMPLOYER

ABOUT US

CONTACT US

Maatri Nepal

Communications and Support Officer

Views: 389|Published on: May 08, 2026|Save Job

About the organization

Maatri Nepal

Views: 389|Published on: May 08, 2026|

Views: 389|Published on: May 08, 2026|