Student Success Coach Team Lead

Louisiana State University

2d•Onsite

About The Position

The Student Success Coach Team Lead position reports to the Retention Team Manager for Learner Experience. This leadership position is critical to the enrollment, retention, and graduation of online learners. In addition to serving as the point-of-contact for learners in fully online programs, the Team Lead coaches a team of Student Success Coaches, acting in a support role, providing guidance for the team. The Team Lead ensures caring learner support, including coordination of university logistics behind the scenes so that online learners have a seamless enrollment, registration, and learning experience.

Requirements

Bachelor's degree with 2 years of professional experience in customer or student support service or related field.
Operation Essential Personnel - This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the campus per FASOP HR-01.
All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment.

Nice To Haves

Bachelor's degree with 5 years of customer service or student support experience.
Minimum of 1.5 years of experience on Student Success Coach team.
Higher education or admissions experience preferred.
Online learning experience preferred.
Ability to connect quickly and authentically with people from a variety of different professional and cultural backgrounds.

Responsibilities

Provide high-quality learner support, valuing learners as respected customers.
Independently handles logistics for online learners, including coordination of admissions, registration and enrollment, financial aid and graduation concerns, all in close collaboration with those individual Colleges, the Graduate School, Admissions, Financial Aid, and other applicable departments. 50%
Owns learner issues, solves challenges, and always closes the loop with the learner. Communicates constantly with constituent departments. Coordinates closely to ensure full solutions. Takes on stretch assignments to ensure high quality learner experiences. 20%
Serves as a coach and leadership support for a team of Student Success Coaches. In coordination with the Retention Manager will set performance goals and expectations for the team. 15%
Utilizes technology systems to track the student journey, including a CRM, LMS, and other systems; provides suggestions for improvement as needed; and serves on internal technology work groups as needed. 5%
Participates in continual professional development, working to ensure high levels of customer service excellence for all team members. 5%
Other duties as assigned 5%