Student Success Coordinator

Department:
Student Success

Location:
Canada - Remote

Compensation:
$58,240 / year

Description
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.

Key Responsibilities

• 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

Skills, Knowledge and Expertise
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