Team Lead for the Heels Hub

UNC-Chapel Hill • Chapel Hill, NC

7d

About The Position

The University of North Carolina at Chapel Hill seeks a Team Lead for the Heels Hub, a OneStop, student services, unit housed within Enrollment Management. This position plays a critical guiding role in delivering a seamless, student-centered service experience to students, families, and campus partners across the University. In addition to supervising the front-line staff who provide support through in-person and digital channels, the Team Lead performs advanced coordination and support duties, including service ticket review, routing, and resolution; knowledge-base content creation, and quality-assurance activities. The Team Lead will track service level metrics, identify and implement improvements to enhance program performance, and manage time, tools, and staffing to support the Heels Hub’s operational needs. The position also requires the ability to interpret and apply institutional policies and to exercise professional judgment when determining if exceptions to standard processes or administrative rules may be appropriate. Working in a fast-paced, high-volume environment, the Team Lead demonstrates a high level of independence and judgment and leads cross-training across multiple student service areas. The position supports UNC’s ‘no wrong door’ service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions. In this role, the Team Lead ensures that students and families receive accurate guidance across core enrollment functions. The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Family Educational Rights and Privacy Act ( FERPA ). Through cross-training, teamwork, and student-centered problem solving, the Team Lead position helps ensure that students have access to the information, resources and academic guidance they need to successfully navigate Carolina.

Requirements

• Strong customer service skills and experience working in a front-line, high-volume service environment.
• Demonstrated ability to communicate clearly and professionally with students, families and campus partners.
• Experience in triaging inquiries, problem-solving, and interpreting and applying institutional policies to wide-ranging student scenarios.
• Proficiency using Microsoft Word, Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
• Experience creating written content, such as training guides, procedures, or knowledge-based documentation.
• Ability to work independently and in a team environment, manage competing priorities, and maintain accuracy to detail in a fast-paced environment.
• Commitment to all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Family Educational Rights and Privacy Act ( FERPA ), Internal Revenue Code ( IRC ), and Higher Education Act ( HEA ).
• Demonstrated ability to interpret and explain University policy related to enrollment, registration, academic records, and student status.
• Experience working in an admissions, financial aid, registrar, student accounts, or academic advising office, specifically in one or more of the following: Preparing financial aid packages and providing student-centric counseling throughout the financial aid process, including prospective student recruitment, aid applications and verification, and special circumstances; or Providing student-centric counseling throughout the admissions process, including prospective student recruitment, admissions application guidance, and enrollment support; or Providing student account support, including processing billing due date extensions, explaining tuition, fees, charges, refunds, payments, and balances; how to set up a refund/bill payment, payment plans, authorized users/proxies, submit tuition/fee waivers, access 1098Ts; or Assisting students with course registration, enrollment changes, transcripts, withdrawals, and cancellations, including explaining impacts on financial aid (R2T4), enrollment status, and academic standing; or Reviewing and approving student requests related to academic record options, such as pass/fail grading elections or other registration related changes in accordance with University policy; or Explaining and guiding students in planning their course of study in concert with the curricular requirements and school and campus policies; and tracking and monitoring students’ academic progress.

Nice To Haves

• Experience at a large, decentralized public research university or similarly complex institution.
• Ability to interpret metrics and performance indicators and use data to drive decision-making.
• Experience with ticket triage, workflow management, or service operations.
• Experience supporting process improvements or contributing to service transformation efforts.
• Experience interpreting and explaining program policy and procedures.
• Experience leading teams or projects.
• Experience supervising students, temporary, or permanent staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed