Counselling Associate (Product) - Tuitional

About the role

A full-time tuitional Counselling Associate based in Karachi reviews parent requests, matches students with tutors and keeps the product side of admissions running smoothly. The role sits alongside the Admissions and Excellence teams and involves coordinating trials, monitoring satisfaction and reporting on conversion.

Key responsibilities

• Review and correct intake briefs, then identify the real academic need behind each parent request (subject, level, exam board and timeline)
• Evaluate ranked tutor shortlists and make the final matching decision, documenting any override and the reason
• Coordinate trial scheduling across tutors, students and the admissions team, then review post-trial analyses and approve or return them
• Follow up on trials that do not convert, diagnose the reason and feed findings back to Admissions and Excellence
• Monitor early student satisfaction and own the re-matching process when a tutor change is needed
• Maintain accurate records in the CRM and LMS and report weekly on allocation volume, match acceptance rate and trial-to-conversion
• Test new internal tools and AI agents in live use, report where they break and help document the replacement process

Required profile

• Bachelor's degree in Education, Business, Psychology, Sciences or a related field
• 1-3 years of experience in education operations, academic counselling, customer success or a comparable client-facing coordination role
• Excellent spoken and written English for daily communication with parents across the GCC
• Nice to have: direct familiarity with Cambridge (O/A Level, IGCSE) or Pearson Edexcel curricula, prior experience in an EdTech, tutoring, school or admissions environment, experience serving GCC families, Arabic

Required skills

• Comfortable working in CRMs, spreadsheets and web-based tools, and able to learn new internal systems quickly
• Ability to absorb new tools and processes without a drop in output quality
• Hands-on willingness to work with AI tools daily and a good sense of when to trust or override them