Student Experience
Specialist
About us
Brainster, a pioneer in transformative education for 9 years, is at the forefront of the global digital revolution. Our mission is to create brighter futures by making today’s skills meet tomorrow’s opportunities. Join us in shaping the future of education.
We’re one of the top 500 most successful companies in Macedonia (the top 0.7% of companies).
About the job
We are looking for an ambitious and highly communicative person who will offer an unmatched and unique experience to our students. We are looking for a proactive, people-oriented and customer support-skilled person, who will help and support our students as a first point of contact through the process of experiencing the best learning journey in the industry.
Responsibilities:
- Create and deliver materials in a timely manner to onboard all incoming students to in-class tools and resources (welcome emails, onboarding on our educational platform BrainsterLEARN, rocket.chat invite/channel setup, etc.).
- Organize and facilitate orientation weeks on the Academies
- Monitor communication ensuring all students’ inquiries are responded to in a timely manner.
- Develop and execute the local strategy for student-facing events
- Organize, facilitate and follow up meetings with student groups
- Represent the voice of the student, owning cross-functional communication and collaboration across teams.
- Handling tickets through the ticketing system on BrainsterLEARN (mostly opened when bad student feedback is received)
- Review both qualitative and quantitative student data to identify trends in the learner experience
- Mediate and manage student withdrawal requests, tracking/reporting, and retention strategy.
- Execute student off-boarding communications.
- Additional tasks as required to support the Student Success team, the Marketing team, the Admission team and the Partnerships team.
- Take active parts in projects, initiatives and continuous improvement efforts to optimize processes and workflows, and maximize value toward our students and our business.
- Build and maintain strong, collaborative relationships with instructors. Ensure they have the necessary resources and support to deliver high-quality educational experiences to our students
- Organize and facilitate regular check-ins with instructors, with the support from the HR team, to discuss any challenges and share best practices.
- Be in close coordination with the Real Project Sector (a sector providing real projects with partners from the industry) for all matters connected with real projects
- Be an active part in briefing sessions, final presentations with students and clients and ensure quality and timely distribution of the student grading system for all real projects
Requirements:
- 2+ years of prior work experience in customer success or education
- Demonstrate proven expertise in people management and/or coaching, with a track record of effectively supporting and guiding individuals.
- Exhibit exceptional organizational skills, capable of managing multiple projects simultaneously and coordinating various tasks with efficiency.
- Display strong prioritization and problem-solving abilities, ensuring timely execution of tasks and resolutions to challenges.
- Exhibit analytical thinking and a keen sense of anticipation for customer needs, proactively taking action to meet their expectations.
- Embrace feedback and collaboration, displaying a commitment to transparent communication and cooperative efforts.
- Possess proficiency in using technology and systems, particularly with Google Suite.
- Show keen attention to detail, ensuring precision and accuracy in all tasks and communication.
Benefits we offer:
- Flexible Working Hours
- L&D Opportunities
- Unlimited Vacation Days
- Work From Anywhere
*some of the benefits are available to our team after certain period of employment
