Student Success Manager

3 weeks ago

Toronto, Canada EdAid Full time

**About EdAid**

At EdAid we are transforming the way students fund their studies.

EdAid partners with universities and professional schools to defer tuition payment, interest-free and offer installment based payments whilst studying to spread the cost of tuition for students.

Education matters, outcomes matter. We're making education accessible & affordable.

**About the role**

EdAid is looking for a Student Success Manager to join and manage our growing team. The role will be based in Toronto and will oversee members of the Student Success Team across our markets.

This is a newly created position, affording the unique opportunity to lead our Student Success Team through our next phase of growth, as well as continuing to build a diverse team to deliver best in class service and support to our students.

We are looking for a leader with high energy, a relentlessly positive attitude and a sense that no problem is too small or large to solve - especially by working together. You want to empower your team to be independent, autonomous and confident, knowing they can rely on you for support and guidance where needed.

You will have experience in building, managing and developing a customer service team and have a deep understanding of how to get the best out of different people using targets, encouragement and mentorship. You are extremely comfortable with customer communication tools and building communication strategies, with impeccable written and spoken English. You are process-driven, and thrive in ambiguous situations, using your intuition and communication skills to problem solve on the go.

This is a hands-on role where you can expect to get in among the weeds to answer questions from students and partners, as well as guide, train and build out our Student Success team across the globe. You will manage the full employee lifecycle from recruitment, on-boarding, training, performance management and off-boarding, working closely with Senior Management to ensure our Student Success function is well staffed and equipped for business growth. You will be adept at moving from high to low levels of detail frequently; from working on a student case, to developing our student communications, to planning for the next year’s team capacity.

**Key Responsibilities**:

- Lead a cross-territory team through example, playing a pivotal role in our Student Success function
- Providing team support through daily stand-ups, answering queries and sharing business updates
- Be a point of escalation for the team, taking ownership of student issues and following cases through to resolution
- Provide guidance and leadership to develop the way we communicate with our students
- Establish regular training in communication styles, conflict resolution and new business products and launches to upskill and continually develop the team
- Work with the Operations team to improve our systems, processes, and user experience
- Recruit, mentor and develop Student Success Leads and act as a source of encouragement, leadership and inspiration
- Drive forward the next phase of our ambitious growth plans with a world class Student Success function
- You're deeply mission driven
- You have bundles of energy and positivity
- You are detail orientated and curious
- You are numbers and target driven
- You’re hands-on and comfortable working at pace
- You build strong relationships and love to collaborate
- You’re autonomous and have a can-do attitude
- You’re not afraid of taking risks
- You use your initiative and can think creatively
- You bring energy, team thinking and inspiration
- You have excellent written and spoken English

**Your experience**:

- You have 3 -5 years experience in Customer Service roles
- You have at least 1 years experience managing a team in Customer Service roles including recruitment and performance management
- You have strong communication skills
- You are highly proficient in English
- You have experience in international companies, with cross-cultural teams and customers

**What you’ll get**:

- Unique opportunity to work for a strongly mission-led company where the student is at the forefront of every decision
- Build and lead your own team to prepare for scale
- Join a small team at a pivotal point in huge growth plans
- Experience working with an awesome group of smart, passionate and collaborative people
- Competitive salary, benefits, company pension and social events

**To apply, please send your CV and cover letter explaining why you would be a great fit for us.**

**Join the team at**:
**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Flexible schedule
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: One locat

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