Pre-College Certificate Student Success Support Coach
Valenture Institute (Pty) Ltd, South Africa

The Valenture Institute’s mission is to evolve education to think outside the classroom and integrate each student’s learning with the causes and challenges they care about. Our Support Coaches are passionate individuals who are committed to helping our students succeed in their pre-college certificate. They are the frontline custodians of the learning experience. Dedicated Student Success Support Coaches are responsible for providing premium, personalised support and solutions to students and their parents.

Key areas of responsibility are, but not limited to:

Student Support

• Offer high-quality and consistent support to students in accordance with the strategies defined by the Student Success team.
• Work closely with the Student Success Lead, other Student Success team stakeholders, and Facilitator to ensure delivery of a holistic, high-quality learning experience.
• Take ownership of the role as the primary point of contact for students and their parents during their pre college certificate.
• Conduct student and parent onboarding.
• Provide prompt, effective support and personalised communication to student and parent queries via email, phone, and on the Online Campus.
• Utilise an in-depth understanding of the technical functions of the Online Campus to guide a student in navigating their learning path and, where necessary, have basic knowledge on how to troubleshoot technical problems.
• Monitor and update data reports and student tracking sheets.

Retention
A key success metric for the Student Success team is the successful retention of students. This is achieved through the delivery of an exceptional learning experience underpinned by quality support. Where students are encountering challenges in this regard the Student Success Support Coach is required to work with students, and their parents, to create personalised solutions.

Requirements

• Undergraduate degree preferred, preferably in psychology, counselling, communications, social sciences or equivalent;
• A minimum of 2 years experience in a service-oriented, customer support or related role;
• Passion for education and working with students;
• Demonstrated passion for mentoring and customer service in the interests of the business and customer;
• Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement;
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
• Ability to simply convey concepts, principles and procedures via multiple channels such as email, phone and chat;
• Understanding of technical and business process at a high level;
• Minimum technical proficiency in working on different systems (training will be provided);
• Questioning, taking ownership of and simplifying the tasks to improve process efficiencies and achieve business outcomes.
• As we support international students you may be required to work outside of traditional South African working hours.
• Must be comfortable working remotely and independently.
• Stable internet connection, and your own laptop required.
• Police clearance required.

Realities of the role

• Valenture Institute is a fast-paced startup. We are not a traditional school! We are reimagining schooling and precedent needs to be adopted only where it has proven to have great results. If you think that traditional schools have it all figured out, this is probably not the right role for you.
• Collaboration is the name of the game. We operate in highly specialised teams, and our ability to deliver an excellent student experience is premised on our team’s ability to collaborate, value the contributions of their teammates (including those in other teams) and see the value in the rubbing of minds. If you do not find value in having your ideas interrogated or others weighing in on how things could foreseeably be done, you are unlikely to enjoy the role. Similarly, if you are not comfortable with other teams being accountable for different parts of the learning experience, you are unlikely to find this environment to be a good fit for you.
• The Student Success team are master multitaskers. They enjoy the pace and variety of parent and student engagements, monitoring multiple data points, collaborating with teams, dealing with special cases, and working on multiple systems all in a day’s work! If you prefer long periods of deep, uninterrupted time, you are unlikely to enjoy this role.
• Providing a seamless learning experience for students and parents often involves a lot of backend admin. The ideal candidate would have a pragmatic understanding of the value that administrative tasks bring to bear on the exper

Job Rewards and Benefits