Student Success Specialist

MedSchoolCoach•San Diego, CA

3d•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 conversations and concerns with empathy, professionalism, sound judgment, and clear expectations, while managing competing priorities and driving resolutions. The role involves close coordination with students, families, advisors, tutors, internal teams, and leadership to support student satisfaction and consistent service delivery.

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 for clear, professional, and thoughtful communication with diverse audiences.
Strong interpersonal skills and emotional intelligence, with the ability to build rapport with students and families.
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 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 style 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 professional support to students and families by email and phone as a primary point of contact.
Manage incoming inquiries, concerns, and complaints, acknowledging and following up typically within 24–48 hours.
Handle sensitive or emotionally charged situations with patience, empathy, and sound judgment, escalating when appropriate.
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 the student experience.
Coordinate communication among students, families, advisors, tutors, and internal teams to facilitate timely resolutions.
Balance student satisfaction with company policies and service expectations when addressing complaints.
Coordinate student onboarding and transitions between internal teams, advisors, and tutors.
Maintain accurate and detailed records of interactions, concerns, follow-up actions, and resolutions.
Monitor student needs and identify opportunities to improve satisfaction and engagement.
Assist with satisfaction surveys, feedback collection, and other student-experience evaluation initiatives.
Identify recurring concerns and service gaps and recommend process, policy, and communication improvements.
Develop and maintain standard operating procedures and documentation for consistent service delivery.
Collaborate with Student Success leadership and cross-functional teams on projects and initiatives.