About the Company
Pearson is the world’s leading learning company, with more than 20,000 employees in 200 countries. We have expertise in educational courseware and assessment, and a range of teaching and learning services powered by technology. Our mission is to help people make progress in their lives through learning. We strive to be a company where employees feel they belong and are supported to work in a way that supports them, their families, and their communities.
Job Description
We are seeking a highly motivated and empathetic Online Student Lead with a strong customer success focus to join our dynamic team. In this role, you will be the primary point of contact for a cohort of online students, guiding them through their academic journey, resolving inquiries, and proactively identifying opportunities to enhance their learning experience. Your main objective will be to foster student engagement, satisfaction, and retention by ensuring they have the resources and support needed to succeed in their online programs.
Key Responsibilities
- Serve as the dedicated Student Lead for a portfolio of online learners, providing personalized support and guidance.
- Proactively monitor student progress, engagement, and academic performance, intervening when necessary to offer assistance.
- Respond to student inquiries via email, phone, and online chat in a timely and professional manner, escalating complex issues as needed.
- Conduct regular check-ins and outreach campaigns to ensure student satisfaction and address potential challenges.
- Facilitate connections between students and relevant university resources, such as tutoring, career services, and technical support.
- Collect and analyze student feedback to identify trends and recommend improvements to online programs and support services.
- Collaborate with faculty, academic advisors, and technical support teams to ensure a seamless student experience.
- Maintain accurate and detailed records of student interactions and outcomes within our CRM system.
- Contribute to the development and refinement of student success strategies and best practices.
Required Skills
- Exceptional written and verbal communication skills.
- Strong interpersonal and active listening abilities.
- Demonstrated ability to empathize and build rapport with diverse student populations.
- Excellent organizational skills with the ability to manage multiple priorities.
- Proficiency in using CRM software (e.g., Salesforce) and learning management systems (e.g., Canvas, Blackboard).
- Problem-solving aptitude with a proactive and solution-oriented approach.
- Ability to work independently and as part of a collaborative team.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Preferred Qualifications
- Bachelor's degree in Education, Communications, Business, or a related field.
- Experience in online education or higher education administration.
- Familiarity with student retention strategies and customer success principles.
- Experience working with diverse student populations, including adult learners or international students.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career growth.
- Access to a vast library of online learning resources.
- Employee assistance program.
- Hybrid work model for optimal work-life balance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://job.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.