Student Success Coach

Chegg • Madison, WI

389d

About The Position

As a Student Success Coach at Chegg Skills, you will play a crucial role in empowering adult learners to achieve their educational and career goals. This position involves providing high-touch support to students from enrollment through graduation, helping them navigate challenges, and ensuring their progress in the program. Your success will be measured by student enrollments, progress, and retention, achieved through effective mentoring and problem-solving strategies.

Requirements

• Availability to work during PST hours of 10AM-6PM.
• Genuinely excited about supporting adult students who are taking charge of their own education and striving for better careers.
• Excellent written and verbal communication skills.
• Driven self-starter with the ability to manage multiple competing priorities in a fast-paced environment.
• Experience and passion for active listening, explaining basic concepts through step-by-step instructions, and motivating others to action.
• Ability to develop instructional videos and provide structured approaches to resolving queries.
• Compassionate approach focused on creating a supportive environment for students.
• Creativity, flexibility, and innovation in day-to-day problem solving.
• 2-3 years of basic technical skills (Google Suite and Microsoft Office).
• Previous frontline experience with Adult Learners, Sales, Customer Support, or teaching preferred.
• Proficient in analyzing data.
• ZenDesk experience is a plus.

Nice To Haves

• Experience in educational settings or with adult learners.
• Familiarity with online learning platforms.

Responsibilities

• Manage a caseload of students from enrollment through graduation and provide high-touch support to keep them progressing through the program.
• Use dashboards and student progress and retention data to strategically identify students requiring the most support.
• Drive student success by determining what is blocking them from moving forward, providing tech support, resolving conflicts, and motivational coaching.
• Manage one-on-one communications with students through emails, text messages, and video.
• Conduct virtual one-to-one office hours, orientations, and other group sessions as needed.
• Troubleshoot basic technical questions for individuals learning how to work on a computer.
• Evaluate and support student progress and resolve issues that impact their success.
• Identify and propose communications, trainings, feature requests, and curriculum improvements and coordinate with relevant teams for implementation.
• Approach the role with a high-touch mentality, encouraging frequent interaction with students and working towards full resolution of any issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: No Education Listed