Student Support Coordinator

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Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings a dedicated focus on student success, an integrated set of services, and data-driven performance to our collaborations with university partners. At Risepoint Australia, we're a dynamic and growing team dedicated to empowering students through education and learning opportunities. We partner with universities across Australia to collaborate on programs, streamline student pathways, and help universities and students achieve their goals. As part of a global network, our Australia-based team is passionate about fostering student success, strengthening institutional partnerships, and driving innovation in student engagement. Job SummaryThe Student Support Coordinator (SSC) is a key member of the Risepoint Australia team. Reporting to the Director of Student Success, our ideal candidate will bring a proactive, service-oriented approach, responsible for building and maintaining close relationships with students from enrolment through to graduation, resolving issues to ensure satisfaction and academic success. You will coordinate efforts with partner institution stakeholders, including academic teams, technical, and wellbeing support. The SSC is the first point of contact for all students and is responsible for providing full pastoral support as students complete their program of study.

Key Duties and ResponsibilitiesProvide effective service to new, continuing, and resuming students by developing and implementing proactive outreach services focusing on retention and student success.Monitor student performance and attendance, analyze issues, determine solutions, and conduct intervention activities.Identify and resolve student concerns through prompt issue resolution and coaching to improve retention and meet partnership goals.Handle incoming service-related questions or concerns for students, faculty, and partnership contacts, ensuring timely responses.Ensure timely communication and service delivery, meeting service level agreements, and triaging student cases to relevant university resources.Maintain ongoing contact strategies to foster relationships with students.Assist students with registration processes and lead enrolment activities.Deliver orientation sessions and help students navigate online learning platforms for success.Maintain documentation of outreach in the CRM.Provide activity / engagement reports, data entry, and conduct audit reports on student registration, retention, and persistence.Identify operational process improvements related to student support and document new processes.Provide coaching, training, and coverage for new team members.Job RequirementsBachelor's DegreeAt least 2 years of customer service or operations experience.Preferred : 2 years in student support within higher education.Curious, human-interaction-oriented individual.Excellent written and oral communication skills.Ability to relate well to others, maintain confidentiality, and adhere to ethical standards.Strong problem-solving and decision-making skills.Ability to handle high call volumes during peak periods.Proficiency in Microsoft Office 365.Organized, detail-oriented, with good multitasking skills.Capable of working under pressure and independently or as part of a team.Preferred : Mental Health First Aid certification.Must reside in Australia, preferably in Victoria or Queensland.Risepoint is an equal opportunity employer supporting diversity and inclusion.

This role is eligible for comprehensive benefits, including continuous professional development and tuition reimbursement for employees and dependents.

Additional InformationSeniority level : Entry levelEmployment type : Full-timeJob function : Information TechnologyIndustry : Higher Education

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