Student Success Team Leader

Summary

Join Keypath, a global EdTech leader, as a Student Success Team Lead and contribute to transforming lives through education. This remote-first role offers flexibility to work from anywhere in Australia, with the option to visit the Melbourne head office. As a Team Lead, you will be responsible for coaching and developing your team to meet student re-enrolment targets, managing employee issues, facilitating training, and fostering a culture of accountability. You will also drive the team's performance to meet and exceed KPIs, manage processes and protocols, and champion the customer experience. This role requires strong sales and customer service experience, demonstrated coaching and leadership skills, and proven success in a sales-oriented environment. Keypath offers a competitive package, flexible work arrangements, career progression opportunities, and a focus on employee wellbeing.

Requirements

• Higher education or similar
• 2+ years of strong sales and customer service experience
• Demonstrated coaching and/or leadership experience
• Exposure in driving operational performance
• Proven record of accomplishment in a sales-oriented setting, displaying expertise in sales methodologies and tactics
• Ability to thrive in a dynamic, rapidly evolving work environment
• Strong attention to detail
• Proven ability to use initiative and independent judgment within established guidelines

Responsibilities

• Coach and develop your team to meet study period targets, by setting clear expectations, providing constructive feedback, and supporting professional growth
• Effectively manage low level employee issues
• Where appropriate, escalate concerns to your leader and the People team to resolve in a timely manner
• Facilitate the induction of new starters and support the rollout of training and development within the function
• By actively coaching and managing your team through the performance framework you create, nurture, and retain top talent
• Awareness of and/or involvement in recruitment initiatives to support identifying top talent
• Encourage and support a positive, collaborative environment where team members clearly understand their roles and responsibilities, are held accountable for achieving objectives, and consistently align their behavior with Keypath values
• Advocate, lead, and support the successful implementation of change initiatives that drive engagement and ensure a smooth transition to new strategies
• Drive the team’s day-to-day management to meet and exceed KPIs / targets while maintaining a positive student experience
• Maintain and manage processes and protocols (including SOPs, training materials, etc.)
• Proactively gather and routinely share comprehensive insights (student feedback, educational trends, performance metrics) to inform and enhance student-centric operational strategies
• Support your leaders to solve business challenges by making recommendations to improve performance and the student experience
• Manage internal stakeholder relationships effectively
• Be a strong collaborator and communicator with Success, Account Management and Growth functions, to align with goals and processes
• Fulfilling other duties as assigned

Preferred Qualifications

• Experience within the Education Industry is highly valued
• Exposure to data analysis
• Employs the CRM (Customer Relationship Management) and telephony systems daily to direct Advisor activities
• Highly developed computer literacy, including the Microsoft Office Suite
• Excellent verbal and written communication skills
• Outstanding listening and comprehension skills
• Adaptability to accommodate varying shifts across a range of hours
• Occasional travel may be required

Benefits

• Flexible work arrangements: Choose your workspace—remote, office, or hybrid
• Generous Competitive package
• Career progression: Clear pathways in a rapidly expanding EdTech leader, including comprehensive online remote training
• Equipment and support: Full remote work setup including internet allowance
• Wellbeing focus: Paid mental health days and comprehensive support tools, including Toolkits for Digital Health and Mental Health support
• Growth opportunities: Internal Academy's to help you develop your career and skillset (People Leader's Academy) and heavily discounted Master’s degrees from our university partners + access to LinkedIn Learning