Senior Student Support Specialist

Job Title Senior Student Support Specialist Job Category CUPE 2950 Job Family Group Staff
- Union Department Student Support Management | Undergraduate Advising | Faculty of Applied Science (Sarah Bromwich-Price) Job End Date Ongoing Posting End Date November 16, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date. At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

Applied Science Central Student Services is a shared service unit across the Faculty of Applied Science (APSC) including Engineering, the School of Community and Regional Planning, the School of Biomedical Engineering, and the School of Architecture and Landscape Architecture. The unit is dedicated to being an efficient and consistent source of academic, career, and professional development services and support for students through their academic journey in APSC. APSC Central Student Services unit has four teams; the APSC Co-op, Experiential Learning and Professional Development team, the Undergraduate Academic Advising Team, the Graduate Academic Programs and Advising Team, and the Academic Systems Team all under the leadership of the Director, APSC Student Services. Student Support Specialists are part of the Undergraduate Academic Advising Team in Engineering Academic Services (EAS), which is responsible for providing comprehensive student and administrative support for 5,500 Bachelor of Applied Science (BASc) undergraduate students to support their academic success, personal development and retention throughout their academic career. BASc students will graduate from one of 14 programs offered at the Vancouver campus, each with complex and unique degree requirements. The Senior Student Support Specialist is responsible for overseeing the coordination of all in-person and virtual service points, as well as the daily workflow and service delivery for the Student Support Specialists. This role coordinates the day-to-day work of the Student Support Specialists, providing direction, training, and ongoing support to ensure the delivery of high-quality service and timely resolution of student inquiries. Additionally, the Senior Student Support Specialist acts as the first point of escalation for queries from the Student Support Specialists, provides information and support to students, and resolves a diverse range of unique student queries, escalating sensitive or high-risk cases as needed. Organizational Status Reports to the Manager, Service and Operations. This position works independently, with initiative, and autonomy, with general direction provided by the Manager. The role is expected to work collaboratively with members of the EAS team, colleagues within the Faculty of Applied Science, Program Advisors, Enrolment Services, and other stakeholder groups.

Work Performed

Front Desk Coordination and Support Team Supervision

Oversees daily workflow of Student Support Specialists, in alignment with operational priorities established by the Manager, Service and Operations. Responsible for coordinating day-to-day work of the Student Support Specialists, including work schedules, work assignments, and coverage for all in-person and virtual service points. Acts as the first point of contact for student query escalation, assesses inquiries and requests, determining whether to engage further. Identifies at-risk behavior and triages appropriately. Identifies cyclical and ad-hoc training needs for Student Support Specialists, maintains training materials, and coordinates delivery of onboarding and training, based on priorities identified by Manager. Ensures that Student Support Specialists provide a high level of sensitive, tactful, and responsive service to all students, staff, and faculty. Resolves routine service concerns and escalates concerns as required. Gathers feedback for continuous improvement from the Student Support Specialists, and makes recommendations to Manager for service improvements. Coordinates implementation of changes. Identifies operational processes that require improvement and makes recommendations to Manager. Coordinates implementation of changes.

Student Support

Provides a variety of specialized information, guidance, and support to prospective and current students, interpreting University policies and procedures. Identifies and assesses students’ individual needs through active listening in order to provide customized information using a high level of sensitivity and tact. Using discretion, judgement, and independent thinking, assesses, researches, and resolves a diverse range of unique and complex student inquiries