CareerFoundry is building the number one online destination for career changers, and we’re looking for an organized, empathetic, and resourceful Junior Student Advisor to join our Student Team, part of the Student Success Team which looks after achieving life-changing outcomes for our students.
As a Junior Student Advisor, you will be supporting the learning experience of our diverse set of online students and career-changers in UX, UI and Web Development, with a special focus on improving educational outcomes, retention and engagement. In addition to being passionate about online education, you should be able to interpret the basics of technical questions about our materials and policies and explain them to career changers who come from all walks of life, and have a knack for problem-solving and coming up with customer solutions. Experience with customer service and education is a must.
This is a full-time position based in our Berlin, Germany office.
Mission as a Junior Student Advisor:
Fully support our students, helping them feel connected in an online learning environment and helping them complete their program by providing paths for them to overcome financial, technical, and other obstacles to their learning.
1 - Provide reliable, quick, and high-quality student support to grow retention and completion rates
Respond to student enquiries via online channels, primarily written but with the possibility of video calls if necessary
Demonstrate empathy for the students and help them stay engaged in their online learning experience with CF
Meet our Service Level Agreements and improve first response resolution rate where possible
Create templates for responding to repeated requests or situations to improve team efficiency
Identify repeat issues and escalate where appropriate
2 - Contribute to and strengthen the student community
Monitor and moderate communications channels like Slack to address questions and concerns from students
Be ready to participate in online and in-person events to increase student engagement (e.g. Slack events, online meetups, webinars, etc.)
Help build and expand our suite of community initiatives, analysing what worked well in previous initiatives and taking these learnings to plan resource use effectively
Bring structure and enthusiasm to our online community by being a great ambassador for CF’s values
3 - Process financial and logistic issues for students
Resolve issues with incoming tuition payments
Assist with processing cancellations and extensions
4- Liaise with Mentor Advisors and other teams to resolve student issues
Work closely with other teams involved in the student experience (Mentor Team, Career Services, Curriculum, etc.) to resolve issues related to individual students
Bachelor’s degree or equivalent professional experience
1-2 years of experience in customer service, preferably in an educational or other startup environment
Strong written and verbal communication skills and the ability to adopt the style, tone, and voice of our business
Ability to work with multiple stakeholders and teams to complete daily operational tasks
Ability to work well in a team, and ready to jump in and help others where needed
Experience in student advice or working with students
German language experience and proficiency considered a plus
(Online) community management experience
How to Apply:
Please write a letter of intent stating why you want to work for CareerFoundry, what you think the challenges are of online education, and how you could make an impact working with the team.
Please submit your resume/CV, along with your letter of intent, via the “Apply for this role” button below.