Student Success Coordinator

Student Success Coordinator

Astria Learning partners with universities to deliver high-quality virtual learning experiences across multiple countries. One of the biggest gaps in online learning is the absence of human contact — and as a Student Success Coordinator (SSC), you are the bridge that closes it. You are the student's dedicated point of contact from onboarding to graduation, making sure they never feel alone, never fall behind, and never have an unanswered question. Reporting to the Student Success Manager, this is a hands-on, student-facing role ideal for someone with strong customer service instincts who takes genuine pride in proactive outreach, empathetic communication, and helping every student cross the finish line.

Proactive student support and outreach

• Serve as the named, dedicated point of contact for a portfolio of students, answering questions and resolving concerns promptly so no message ever goes without a timely response.
• Reach out before problems become crises: message students about missing assignments, send reminders ahead of upcoming exams, and check in when classes are missed.
• Call and encourage students whose grades are falling short, acting as their accountability partner and building a plan to get back on track.
• Meet defined service standards for response time, follow-up cadence, and resolution quality.

Student progress monitoring

• Monitor student activity across the LMS — logins, assignment submissions, attendance, and grades — and flag at-risk students early.
• Execute intervention plans for students trending off track, escalating to the Student Success Manager when additional support is needed.

Tuition payment reminders and follow-up

• Remind students of upcoming and overdue tuition payments with timely, empathetic communication that protects their ability to stay enrolled and complete the course.
• Track payment status for your student portfolio and follow structured escalation steps for persistent late payments in coordination with Finance.

Onboarding and graduation support

• Guide new students through onboarding, ensuring they understand the platform, available resources, expectations, and next steps for academic readiness.
• Support students through the graduation process, ensuring requirements, documentation, and milestones are completed on time.

Records, reporting and administration

• Maintain accurate, up-to-date student records in CRM and internal systems, documenting every interaction and outcome.
• Handle administrative tasks including scheduling, correspondence, reporting, and documentation.
• Identify patterns in student challenges and share insights with the Student Success Manager to improve processes, playbooks, and support materials.

Coordination and collaboration

• Coordinate with partner institution staff to ensure a seamless student experience across all touchpoints.
• Work closely with Academics, Admissions, and Finance teams to resolve student issues end to end.

What we're looking for

• 1–3 years of experience in a customer service, customer support, student services, or client-facing support role.
• Proven ability to handle proactive outbound communication — calls, messages, and reminders — not just inbound requests.
• Clear and empathetic communicator, both written and verbal, comfortable with sensitive conversations such as falling grades or overdue payments.
• Strong administrative and organizational skills, with high attention to detail and disciplined follow-up habits.
• Comfortable managing multiple priorities and a portfolio of students in a fast-paced, remote-friendly environment.
• Proficiency with common productivity and CRM tools (e.g., Google Workspace, Microsoft Office, Zoho, or similar).
• A genuine commitment to student success and equitable access to education.

Nice to have

• Experience working in higher education, ed-tech, or a mission-driven organization.
• Familiarity with learning management systems (e.g., Moodle, Canvas) or student information systems.
• Experience with payment reminders, collections follow-up, or billing communication in a customer-facing role.
• Bilingual or multilingual communication skills.
• Experience with data reporting or basic analytics.

Incomplete data will result in automatic disqualification.