Student Success Operations Specialist - Remote

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Requirements:

• Relationship Builder: Exceptional interpersonal skills with a proven ability to connect with diverse stakeholders, fostering deep trust and collaboration
• People Reader: You can understand the ambitions, motivations, and limitations of students and match them accordingly to the right mentors
• Energetic & Driven: You thrive in fast-paced environments, bringing enthusiasm, positivity, and relentless drive
• Operational Excellence: Highly organized, proactive, and data-driven, you love optimizing processes and tackling challenges head-on
• Adaptable Problem-Solver: You handle uncertainty with grace, pivot quickly, and continuously seek ways to improve outcomes
• Outstanding Communicator: Clear, empathetic, and influential, you confidently navigate conversations and negotiations
• AI and Tech Adopter: Highly proficient with CRM, AI tools and likes to find and implement new tools for automated work
• Obsessed with Documentation and Process Development

Responsibilities:

• Own the end-to-end matching process, pairing new students with the ideal counselors and tutors to maximize their potential and success
• Be the primary liaison for students and families, building trust and delivering exceptional service at every interaction
• Proactively manage communications, organize check-ins, and swiftly address questions or challenges to keep students motivated and on track
• Monitor student progress, identify risks early, and implement strategic interventions to drive outstanding outcomes
• Collaborate with Sales, Marketing, and Product teams to continuously enhance the student journey, sharing insights and advocating for improvements based on your frontline experience
• Lead resolution efforts, adeptly managing any concerns or conflicts to foster a positive, results-oriented environment
• Provide support via email, phone, and text on a daily basis to our rapidly growing counselor and tutor network in order to ensure they are always well-equipped to provide high-quality support to our students
• You will act as a point of escalation for complex counselor, tutor, and student questions to ensure quality improvement, and you will organize cross-functional teams as needed to resolve any escalations