Student Success Coordinator (SSC)

1.0 Key Responsibilities

1.1 Student Support & Communication

Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.

1.2 Student Guidance 

Offer one-on-one support to students on academic processes, platform navigation, and procedural questions, ensuring a smooth and supportive experience throughout their learning journey.

1.3 Academic Monitoring & Risk Identification

Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.

1.4 Tuition Collection & Follow-Up

Track and follow up on tuition payments based on term and program. Engage students regarding outstanding payments and escalate unresolved or high-risk cases to the finance team as needed.

1.5 Cross-Functional Coordination 

Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.

1.6 Student Engagement Activities 

Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.

1.7 Resource Navigation 

Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.

1.8 Recordkeeping & CRM Updates 

Maintain accurate, up-to-date records of all student interactions, inquiries, and support actions in the CRM, Helpdesk, or related systems to ensure full visibility and accountability.

1.9 Support Insights & Feedback Loop 

Collect student feedback to help improve support quality, platform usability, and communication practices across departments.

Additional responsibilities may be assigned by the supervisor or outlined in internal procedures.

2.0 Qualifications & Skills 

2.1 Education & Experience

• Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
• 2+ years of experience in student services, academic advising, or customer support
• Familiarity with digital communication tools and Learning Management Systems (LMS) is a plus

2.2 Skills & Competencies

• Excellent communication and interpersonal skills
• Empathetic and student-centered approach to problem-solving
• Ability to multitask and manage time effectively in a remote environment
• Proficient in Google Workspace, Helpdesk platforms, CRM tools, and chatbot systems like ManyChat

2.3 Other Attributes

• Self-motivated, proactive, and dependable
• Committed to providing a positive student experience and driving retention

If you think you have what it takes, please apply through the provided link: https://forms.gle/Ho1jsVv8hACJdbcs6

The application requires you to upload a short 30-second introductory video.

*PLEASE NOTE: This is a remote position, therefore you MUST have a home office, laptop and headsets.