Student Success Coach

Chegg-posted about 1 year ago
Full-time
Santa Fe, NM
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The Student Success Coach at Chegg, Inc. plays a crucial role in supporting adult learners through their educational journey. This position focuses on providing personalized mentorship and technical support to students, ensuring they progress towards graduation. The coach will engage with students to set expectations, evaluate their progress, and resolve any issues that may hinder their success, ultimately contributing to student retention and satisfaction.

  • 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 from a large roster of active students.
  • 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.
  • Manage 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 the relevant team for implementing changes.
  • Approach the role with a high-touch mentality, encouraging frequent interaction with students and working with them to a full resolution of any issues through to graduation.
  • 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
  • Driven self-starter
  • Ability to manage multiple competing priorities in a fast-paced environment while efficiently managing multiple processes
  • Experience and passion for active listening, explaining basic concepts to individuals through step by step instructions, and motivating others to action
  • Develop instructional videos, providing a structured approach 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 a plus
  • Affordable textbook rental options
  • Support for various facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning
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