Student Success Coach
Description
Student Success Coach
About Us
Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.
Job Overview
The Student Success Coach (SSC) provides coaching and support to international students enrolling in first year academic programs in partnership with US and other international universities, and handles administrative tasks to support the campus-based teams, through pre-arrival and post -arrival support.
The position will work remotely to connect with students during the months prior to arrival to campus, preparing them for life in the US and enrollment at their university. The Coach will support both the campus team and students with email and text outreach, making appointments with students via the Shorelight Center for Academic Success (CAS) website, and will assist campus teams with tracking students who need extra guidance, helping to drive students towards engaging with CAS tutors or to campus-based tutoring. The Student Success Coach will be a self-starter who enjoys working independently to contribute to team goals. The Student Success Coach will have excellent customer service skills with the ability to focus attention on individual students and identify their unique needs. The SSC also possesses the interpersonal, intercultural, organizational, and leadership skills necessary to work closely and lead projects with various stakeholders around the world, including students, program staff, and interdepartmental colleagues.
Essential Functions
Operations and Data Management
- Contribute to the design and delivery of student success services that provide a strong foundation for optimal student experience in collaboration with campus teams
- Ensure pre-arrival checklist items are completed, including Math and English placement testing and online orientation modules
- Promote specific ancillary products and services that facilitate smooth arrival and integration into US life (travel agent services, sim cards, bank accounts, dorm essentials, etc.)
- Collect student travel itineraries and track arrival status
- Assist with the coordination of student satisfaction surveys and associated analysis, with an eye toward improving the student experience during pre-arrival and post-arrival stages
- Ensure that systems and procedures are followed and technology is used to streamline processes
- Maintain accurate and up-to-date student records with a focus on data integrity
- Manage and maintain accurate tracking on pre and post arrival communication with students
- Manage multiple to-do lists with projects in collaboration with key stakeholders, with special emphasis on meeting deadlines and hitting targets
- Collaborate with technology team to provide support to students on virtual platforms
- Contribute to the creation and implementation of new projects as the need arises
Student Success & Relationship Management
- Deliver exceptional student customer service and follow-up during the pre-arrival and post-arrival phases of the student journey
- Manage communication to students about program preparation, changes to schedule, and technology updates
- Guide, prepare, and motivate students during their pre-arrival checklist process
- Impact student conversion and student success by actively monitoring student engagement and providing feedback to relevant teams
- Post-arrival – participate in campus orientations, coach and motivate students towards academic and social success in their chosen university in 1:1 meetings, whether through Zoom meetings, Live Chat coverage, email or text
- Lead special projects in collaboration with university partners
- Provide language support as necessary
- Provide other student services as needed
Security
- Comply with Shorelight Written Information Security Policy, and all other Shorelight Information Security Policies and Procedures
- Take responsibility for any Shorelight assets assigned to you
- Promptly report any security events, incidents or weaknesses to Shorelight Security
Minimum Qualifications
- Bilingual Spanish and English speaker, with professional proficiency in English required (preferably IELTS 7.0, TOEFL 90+)
- Bachelor’s degree
- 1-3 years of full-time work experience
- Ability to work flexible hours across multiple time zones
- Strong interpersonal and intercultural skills to work with students, parents, program staff, and faculty
- Energetic and motivated professional with strong organizational skills
- Able to work independently to contribute to team goals with focus on deadlines and targets
- Excellent communication skills, both written and verbal
Preferred Preferred Qualifications
- Experience in education industry
- Experience using or supporting classroom or office technology
- Experience with distance or online learning is preferred
- Experience in higher education advising, student services, customer service, or hospitality
Application Process
To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.
Background Check Required--Education, Criminal, Identity
Shorelight is an Equal Opportunity Employer.