Student Success Coordinator

Riipen is expanding its Student Success function to support programs like Riipen Labs, where thousands of students move through work-integrated projects and milestones at the same time. As these programs continue to scale, we are focused on delivering consistent, high-quality student support while continuously improving how that support is delivered through automation and AI-enabled tools.

The Student Success Coordinator plays a key role at the intersection of manual operations and automated support. This role is well-suited to someone who enjoys improving processes while staying closely connected to the student experience.

This role supports the operational and communication components of the student journey, ensuring learners stay informed, supported, and on track as programs scale. The coordinator reports to the Senior Manager, Student Success, and works closely with cross-functional partners as new tools and processes are introduced.

Support day-to-day Student Success operations across Riipen Labs and related programs, including tracking milestones, deadlines, and completion

Monitor and support student communications at scale, including overseeing student inquiries through tools such as Intercom and identifying recurring questions, trends, and potential risk signals

Contribute to the development and refinement of AI-enabled support by consolidating common questions, testing responses, and feeding insights back into help articles, content, and automation

Execute and maintain student communication workflows, including reminders, follow-ups, and escalations based on predefined SLAs

Assist with weekly tracking and reporting on student progress and completion rates, flagging where intervention may be required, particularly during high-volume periods or milestones

- Partner with cross-functional teams to test and refine scalable support approaches as programs continue to evolve

We're looking for someone who is:

Highly organized, with the ability to manage repetitive workflows and work with data at a practical level (e.g., tracking completion, identifying patterns, spotting gaps)

Tech-savvy and curious, with interest or knowledge in how AI and automation can be applied to improve student support, experience, and operational efficiency

Skilled at navigating change and adapting quickly as processes and priorities evolve or shift

Strong comfort working with digital tools and platforms, such as Intercom, CRMs, reporting dashboards, and internal documentation tools

Comfortable working across both manual and automated processes, with interest in improving how systems and tools support students at scale

Able to spot inefficiencies and suggest practical improvements without losing focus on day-to-day execution

Clear written communicator, able to support students in a consistent, professional, and approachable way

- Prior experience in education, customer support, operations, or program coordination is an asset but not required

We appreciate your interest and application. Only those applicants under consideration will be contacted.

Riipen is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.

A note on compensation for the role: All compensation is benchmarked internally and externally. Compensation offered is commensurate with experience and aligned with our pay equity practices

Conceptualized by Dana Stephenson and Dave Savory for their capstone entrepreneurship project at the University of Victoria, Riipen addressed an issue that they faced personally as learners — the challenge of gaining relevant work experience, building a network of possible employers, and then demonstrating their skills to that network in order to find work that would help them start their careers. They were facing the graduation conundrum — You can't get a job without experience, but you can't get experience without a job.

Since inception in 2013, Riipen has expanded its reach internationally and has developed a state of the art technology platform that caters and provides significant competitive advantages for organizations and academic institutions while staying true to their original goal of supporting student development. Riipen has enabled 193,000+ students at 590+ post-secondary institutions and training providers to partake in applied learning with 31,000+ companies. All of this leads us to our mission: Eliminate Underemployment.