Student Success Coordinator (SSC) – Astria Learning

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.

1.0 Key Responsibilities

1.1 Student Support & Communication

Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.

1.2 Student Guidance

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.

1.3 Academic Monitoring & Risk Identification

Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.

1.4 Tuition Collection & Follow-Up

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.

1.5 Cross-Functional Coordination

Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.

1.6 Student Engagement Activities

Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.

1.7 Resource Navigation

Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.

1.8 Recordkeeping & CRM Updates

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.

1.9 Support Insights & Feedback Loop

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.

2.0 Qualifications & Skills

2.1 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

2.2 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

2.3 Other Attributes

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

Submit your application and cover letter to: [email protected]

Deadline: 16th October 2026