Onboarding and Student Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeAdviser Full time €45,000 - €55,000
Job Title:

Onboarding and Student Care Professional

About the Role:

The Onboarding and Student Care Professional plays a pivotal role in delivering an exceptional, supportive, and high-quality onboarding experience for new students. This individual is responsible for ensuring a seamless transition for learners across multiple education partners, focusing on student engagement, retention, and success.

Key Responsibilities:
  • Plan, prepare, and implement onboarding processes to guarantee timely access to learning materials and community resources.
  • Develop and send welcome communications, including session invites, expectation-setting materials, and regular check-ins.
  • Coordinate Welcome Sessions, including distributing materials and post-session feedback.
  • Maintain accurate student and cohort data in CRM systems and internal databases.
  • Administer and maintain high standards across all onboarding processes, continuously improving them to ensure a smooth start for students.
Student Support & Case Management:
  • Act as the primary point of contact for student queries and concerns during and after onboarding, addressing engagement issues, missed deadlines, and re-engagement strategies.
  • Monitor student progress and engagement through surveys and platform tools, escalating retention risks and implementing interventions as needed.
  • Conduct proactive check-ins with students to identify and address challenges early on.
  • Participate in complaint resolution processes, escalating appropriately to ensure timely and satisfactory outcomes.
Administrative Responsibilities:
  • Organize and maintain onboarding materials, session content, and accurate cohort and student data in CRM systems and internal databases.
  • Manage communication distribution, track student engagement, and ensure coverage for onboarding duties during absences.
  • Build and refine a comprehensive library of onboarding materials, including student handbooks and welcome session slides.
  • Create new Discord channels for each new cohort.
Equity, Diversity, and Inclusion (EDI):
  • Support inclusive onboarding processes by championing initiatives focused on Neurodiversity, Mental Health, and Women in Tech to promote belonging and equity.
Internal Collaboration & Support:
  • Work closely with Community and other teams to enhance the student experience, provide onboarding and student care training to new team members, assist with CRM and enrollment support, handle escalations as needed, and contribute to safeguarding and retention-related meetings.
Qualifications, Skills & Experience:
  • Educated to Level 3 or above in Education, Customer Service, or related fields.
  • 2+ years of experience in student support, academic advising, coaching, career services, or customer success ideally in an online or tech-focused environment.
  • Commitment to upskilling and ongoing professional development.
  • Proven experience in educational administration, including learner onboarding, student support, and engagement.
  • Demonstrated success in improving learner retention and achievement through proactive strategies.
  • Experience with complaint handling, conflict resolution, and escalation procedures.
  • Experience working in remote, international, cross-functional teams.
  • Strong organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
  • Outstanding empathetic communication and interpersonal skills, both written and verbal.
  • Familiarity with digital learning environments and tools.
  • Skilled at using CRM systems and learner support platforms to track and enhance learner satisfaction.
  • A creative, solutions-oriented mindset for improving learner experience and engagement.

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