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 timely follow-up on tuition deposits. Working in close collaboration with academic and administrative teams, the SSC ensures students remain informed, supported, and actively engaged in their online learning environment.

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.
• 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.
• Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
• 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.
• Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
• Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
• Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
• 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.
• 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.

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
• At least 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

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

Other Attributes

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

• Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
• 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.
• Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
• 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.
• Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
• Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
• Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
• 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.
• 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.

• 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
• Familiarity with digital communication tools and Learning Management Systems (LMS) is a plus

• Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
• At least 2 years of experience in student services, academic advising, or customer support
• Self-motivated, proactive, and dependable
• Committed to providing a positive student experience and driving retention