Student Success Specialist

MedSchoolCoach • San Diego, CA

4d • $55,000 - $62,000 • Remote

About The Position

MedSchoolCoach is seeking a compassionate, organized, and solutions-oriented Student Success Specialist to join its Student Success team. The role serves as a trusted point of contact for students and families, providing timely support and helping ensure a positive experience throughout their journey with MedSchoolCoach. The specialist handles sensitive concerns with patience, empathy, and professionalism, manages competing priorities, and balances support with clear expectations and effective resolution. The position is well suited to someone with experience in student-facing work who understands the pressures students and families may face during academic and medical education pathways.

Requirements

• Bachelor's degree from an accredited institution.
• Experience in a student-facing, client services, customer support, or relationship management role.
• Exceptional written and verbal communication skills, including the ability to communicate clearly, professionally, and thoughtfully with diverse audiences.
• Strong interpersonal skills and emotional intelligence, with the ability to build rapport with students and families.
• Demonstrated ability to navigate difficult conversations, manage complaints, and resolve conflicts with empathy and confidence.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities and meet established response timelines.
• Strong problem-solving skills and ability to exercise independent judgment when evaluating situations and determining next steps.
• Ability to remain composed under pressure and adapt communication styles to individual needs and circumstances.
• Proficiency with common productivity and communication tools, including Google Workspace and Microsoft Office.
• Willingness to learn about MedSchoolCoach's services, medical education pathways, and students' needs.

Nice To Haves

• Experience in higher education, college admissions, student affairs, academic advising, enrollment services, or counseling.
• Advanced degree in education, higher education administration, counseling, or a related field.
• Experience supporting students and families through academically demanding or high-stakes processes.
• Previous experience in complaint resolution, student advocacy, or service recovery.
• Familiarity with student support systems, CRM platforms, or case management tools.

Responsibilities

• Provide thoughtful, responsive, and professional support to students and families by email and phone as a primary point of contact.
• Manage incoming student inquiries, concerns, and complaints, acknowledging and following up in a timely manner, typically within 24–48 hours.
• Handle sensitive or emotionally charged situations with patience, empathy, sound judgment, and escalation when needed.
• Build trusting relationships with students and families and conduct proactive check-ins, particularly during onboarding and early service stages.
• Investigate and resolve concerns related to service delivery, scheduling, communication, and other aspects of the student experience.
• Liaise among students, families, advisors, tutors, and internal teams to support effective communication and timely resolutions.
• Address complaints with sound judgment, balancing student satisfaction with company policies and service expectations.
• Identify situations requiring escalation and collaborate with leadership on next steps.
• Maintain a calm, professional, and confident approach during difficult conversations while setting clear boundaries and expectations.
• Coordinate student onboarding and transitions among internal teams, advisors, and tutors.
• Maintain accurate, detailed records of student interactions, concerns, follow-up actions, and resolutions.
• Monitor student needs and proactively identify opportunities to improve satisfaction and engagement.
• Assist with student satisfaction surveys, feedback collection, and other initiatives to evaluate the student experience.
• Identify recurring concerns or service gaps and recommend improvements to processes, policies, and communication practices.
• Develop and maintain standard operating procedures and documentation for consistent service delivery.
• Collaborate with Student Success leadership and cross-functional teams on additional projects and initiatives as needed.

Benefits

• Up to four weeks of vacation
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) with company match
• Flexible work schedule
• Remote work environment

What This Job Offers

• Job Type: Full-time