Student Success Coordinator/ Customer Service Representative
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Job summary
The Student Success Coordinator (SSC) plays a key role in enhancing the student experience by providing consistent, personalized support throughout the academic journey. This position is responsible for engaging with students through platforms such as Helpdesk and ManyChat, offering one-on-one assistance, monitoring academic progress, and ensuring
Min Qualification:
Degree
Experience Level:
Entry level
Experience Length:
3 years
Job descriptions & requirements
Key Responsibilities
- Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
- 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.
- Academic Monitoring & Risk Identification
- Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
- 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.
- Cross-Functional Coordination
- Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
- Student Engagement Activities
- Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
- Resource Navigation
- Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
- Record keeping & 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.
- Support Insights & Feedback Loop
- Collect student feedback to help improve support quality, platform usability, and communication practices across departments.
Qualifications & Experience
- Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
- 2-3 years of experience in student services, academic advising, or customer support
- Familiarity with digital communication tools and Learning Management Systems (LMS) is a plus
Salary: USD100 - USD150
Location: Remote Work
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"
" Self-motivate"
" Proactive"
" Dependable"
" Committed to providing a positive student experience and driving retention
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