Student Success Specialist - Brainster Albania

Work Full-Time Hybrid Albania

About us

We started Brainster 8 years ago to tackle the difficult challenges in education.

At Brainster, our mission is clear: we’re dedicated to supporting the global digital transformation and creating a better future for people around the world. We believe that education is the key to empowering individuals and bridging the gap between today’s skills and tomorrow’s opportunities.

About the job

We are looking for an ambitious and highly communicative person who will offer an unmatched and unique experience to our students and instructors, based in Tirana. 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)
  • Analyze trends regarding submission rates of homeworks and projects, create and execute action plans with corrective and preventive actions based on the submission rates 
  • 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.
  • 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:

  • 2-3+ 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
  • FitKit Subscription
  • Pet friendly office if you decide to work from office

*some of the benefits are available to our team after certain period of employment

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