Student Progression Associate at HyperionDev

• This role involves day to day management of all tickets logged through our ticketing system, categorising all tickets according to type and urgency, facilitating escalations where applicable, and analysing data on tickets to inform product development and optimisation processes to improve NPS, student retention, graduation rates and overall satisfaction.

RESPONSIBILITIES

• Analyse and report on data on a weekly and monthly basis relating to student concerns, queries, retention and progress issues to the Head of Education
• Analyse and report on data on a weekly and monthly basis relating to student and graduate satisfaction metrics along with public review and referral successes
• Analyse and report on data on a weekly and monthly basis relating to our student base and students who are at risk of disenrollment, pausing, switching and those requiring extensions
• Provide premium, professional and personalised student support for assigned HyperionDev students
• Support and contribute to maintaining, updating and defining student and graduate support processes and policies
• Ensure positive reviews from students are generated on social review platforms
• Identify and engage with lagging, inactive and detractor students to problem solve with them to ensure on time graduation
• Contribute to the overall HyperionDev brand recognition and credibility through student and graduate engagement campaigns

REQUIREMENTS

Minimum

• A completed Matric qualification
• Near-perfect written and verbal communication skills
• Experience with ticket management systems and reporting
• At least 2 years of experience in online customer support or a student success role
• At least 1 year of experience working with CSAT / NPS data and engaging with detractors
• At least 1 year of experience managing public reviews, social media accounts or online community engagement
• Fast learner with meticulous attention to detail

Preferred

• Prior tech startup experience in a high-growth and ambitious environment
• A university degree
• At least 1 year of experience implementing and driving a referral or incentive program
• Experience with Zendesk and Intercom
• At least 6 months of software development experience
• Interest in recent pedagogical advances in computing and online education
• Interest and experience in the coding education and ed-tech space