Student Success Coach
RemoteUnited States
Job Summary
Conduct personalized student outreach via phone, email, and social media to verify identity, address barriers to persistence, and encourage engagement in online learning environments. Execute Welcome calls, Student Success Plan touchpoints, and proactive goodwill contacts during Week 1, Week 3, and end-of-tier milestones to support first-day readiness and monitor retention metrics. Collaborate with admissions, faculty, and instructors to resolve attendance concerns, coordinate interventions, and maintain FERPA-compliant confidentiality. Compile and submit daily reports on LDA, book shipments, and temporary out statuses under Senior Student Success Coach direction. Operate remotely in a structured office setting with occasional evening or weekend availability to align with student schedules.
Required Qualifications
- Associate degree or higher
- At least 2 years of appropriate work experience in customer service or related work that required student/client-facing interaction
- Ability to maintain confidentiality in all interactions
- Clear, effective, and professional communication in both oral and written form
- High degree of technical proficiency
- Demonstrated competency in online student-management and learning platforms
- Ability to work creatively and independently
- Ability to effectively assimilate and apply policies and procedures
- Ability to verify student identity via phone in accordance with FERPA regulations
- Ability to ensure first contact resolution on every call
- Ability to follow procedures for 'temporary out' status
- Ability to coordinate with instructors and staff to facilitate communication
- Ability to liaise between students and staff to resolve issues and direct inquiries
- Ability to remain in a stationery or mobile position for extended periods
- Ability to occasionally move, position, or adjust items such as files, office supplies, or equipment
- Ability to maintain sufficient visual acuity to read, review, and prepare documents
- Ability to work evenings and/or weekend hours
- Ability to travel to campus locations or off-site work-related locations or campus events occasionally
Desired Qualifications
- Education: Associate degree or higher preferred
- At least 2 years of appropriate work experience in customer service or related work that required student/client-facing interaction preferred
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