Student Support Coach

Summary

Join HyperionDev, a leading provider of accelerated tech education, as a Student Support Coach! In this role, you will provide high-quality support to students enrolled in our coding bootcamps. You will manage student inquiries, analyze data to improve processes, and contribute to a positive student experience. This position requires experience in online customer support and data analysis, along with excellent communication skills. We offer flexible remote work options, generous leave, and medical benefits. Make a real impact by helping students launch successful tech careers.

Requirements

• A completed Matric qualification
• Near-perfect written and verbal communication skills
• Experience with ticket management systems and reporting
• At least 2 years of experience in online customer support or a student success role
• At least 1 year of experience working with CSAT / NPS data and engaging with detractors
• At least 1 year of experience managing public reviews, social media accounts or online community engagement
• Fast learner with meticulous attention to detail

Responsibilities

• Analyse and report on data on a weekly and monthly basis relating to student concerns, queries, retention and progress issues to the Student Success Manager
• Analyse and report on data on a weekly and monthly basis relating to student and graduate satisfaction metrics along with public review and referral successes
• Analyse and report on data on a weekly and monthly basis relating to our student base and students who are at risk of disenrollment, pausing, switching and those requiring extensions
• Provide premium, professional and personalised student support for assigned HyperionDev students
• Support and contribute to maintaining, updating and defining student and graduate support processes and policies
• Ensure positive reviews from students are generated on social review platforms
• Identify and engage with lagging, inactive and detractor students to problem solve with them to ensure on time graduation
• Contribute to the overall HyperionDev brand recognition and credibility through student and graduate engagement campaigns

Preferred Qualifications

• Prior tech startup experience in a high-growth and ambitious environment
• A university degree
• At least 1 year of experience implementing and driving a referral or incentive program
• Experience with Zendesk and Intercom
• At least 6 months of software development experience
• Interest in recent pedagogical advances in computing and online education
• Interest and experience in the coding education and ed-tech space

Benefits

• Flexible & remote working: We are a remote-friendly organisation and offer flexible work options
• Generous annual leave and medical benefits: We provide up to 19 annual leave days as part of our leave policy, as well as health insurance or medical aid benefits for our staff
• Join the heart of tech in Africa, the US, and Europe: You'll work with the best of the best and rub shoulders with the world leaders in edtech, developer education, and developer assessments. Join one of the most ambitious and highest performing tech companies in the space, with a founding team that draws their former experience from companies such as Google, Amazon, GetSmarter/2U, & Yoco
• Life-changing work: Solve real problems that make education and tech careers accessible to those who need it most: you're allowed to brag about it