What is your mission?

As a proactive and results-driven Student Support Lead, you will oversee and enhance our outbound customer engagement efforts. This role involves leading a team of customer service representatives, ensuring high-quality interactions with prospective students, parents, and guardians. The ideal candidate will have strong leadership skills, exceptional communication abilities, and a passion for education. 

You will provide the best service to our partner brands by performing these tasks:

• Lead and mentor a team of Customer Student Support Administrator to achieve enrollment and engagement goals.
• Develop and implement effective strategies to maximize outreach success.
• Make outbound calls and Handle escalations and complex inquiries from prospective students and parents professionally and efficiently.
• Monitor performance and provide coaching to ensure high-quality customer interactions.
• Track and analyze metrics, providing reports and insights to improve team performance.
• Collaborate with the admissions and marketing teams to align messaging and outreach strategies.
• Maintain accurate records of customer interactions in the school’s CRM system.
• Identify opportunities for process improvements to enhance the effectiveness of the Customer Support and Administrative Team.

Who are we looking for?

• Proven experience in customer service, sales, or a related field, with at least 2 years in a leadership or supervisory role.
• Strong verbal communication and interpersonal skills, adept at building rapport with prospective students and families.
• Ability to coach, develop, and motivate a team, driving performance and engagement.
• Excellent problem-solving skills with the ability to handle escalations effectively.
• Highly organized, with strong attention to detail and proficiency in CRM systems and Microsoft Office Suite.
• Goal-oriented, with the ability to work independently while fostering a collaborative team environment.
• Passion for education, with a strong commitment to helping students achieve their academic goals.