Student Support Coach

About Us HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of "coding bootcamps" in the world. We partner with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers. Recognised as one of the top education technology scaleups and backed by Meta, HyperionDev is dedicated to closing the global tech skills gap by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, enabling millions of learners a year from over 60 countries. We partner with government bodies such as the UK's Department for Education to provide scholarships and employment pathways to graduates. About the Role The Student Support Coach plays an integral role in ensuring the continued success of our fast-growing student base on our coding bootcamps, powered through the role involves day-to-day management of all tickets in our ticketing system, categorising tickets by type and urgency, facilitating escalations, and analysing data to inform product development and optimise processes to improve NPS, student retention, graduation rates and overall satisfaction. The Coach responds promptly to student inquiries across student financial support, admissions, tuition, and student records, supporting the Division's strategy on a rotating shift pattern that covers UK, US, and Australian time zones, including scheduled Sundays. Working Hours and Shifts This is a shift-based role in a 7-day operation. Rotas include evenings, public holidays, and scheduled Sunday work. Coverage spans UK, US, and Australian time zones with typical shifts ranging from 09 : 00 SAST, 16 : 00 SAST for US coverage, and 01 : 00 SAST for Australian coverage. Rotas are published in advance and may change based on student demand. This position is a fixed-term contract with the potential to transition to permanent. Responsibilities Student Advising: Provide individualized academic advising to students, helping them navigate course selection, program requirements, and academic policies. Progress Monitoring: Monitor students' academic progress, attendance, and performance, identifying potential issues and implementing interventions as needed. Student Support Services: Serve as a resource for students seeking assistance with academic challenges, personal issues, or logistical concerns, connecting them with appropriate support services and resources. Retention Strategies: Develop and implement initiatives to improve student retention rates, including outreach programs, workshops, and support groups targeting at-risk students. Data Management: Maintain accurate records of student interactions, progress reports, and support services provided, utilizing data to inform decision-making and program improvement efforts. Guidance: Provide guidance and support to prospective students throughout the admissions process, addressing questions and concerns. Enrollment: Assist admitted students with the enrollment process, including providing information on program requirements, criteria, and other relevant details. Correspond with prospective students regarding application status, required documents, and deadlines. Graduation: Collaborate with career services and student support staff to assist students in achieving their academic and career goals, providing guidance and resources for outcome reporting and advancement opportunities. Collaboration: Collaborate with the Education Operations and Graduate Outcomes teams to streamline processes and enhance the student experience. Cross-Functional Projects: Participate in cross-functional teams and projects aimed at improving student recruitment, retention, and success. Reputation Management: Ensure positive reviews from students are generated on social review platforms. Shift coverage: Meet service levels across rotating shifts, including evenings and scheduled Sundays. Global handovers: Coordinate handovers between UK, US, and Australian coverage to maintain continuity of support. Requirements 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 Willingness to work rotating shifts, including evenings, public holidays, and scheduled Sundays Availability to cover US and Australian hours when required 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 Experience in a 24 / 7 or shift-based support environment Benefits Flexible & remote working – we are a remote-friendly organisation offering flexible work options. Learn new tech skills – you can enroll part-time in our Coding Bootcamps. Join the heart of tech in Africa, Europe and the US – work with leading ed-tech companies and experts. Life-changing work – solve real problems that make education and tech careers accessible to those who need it most. Our Values We are a people-forward company with a purpose that underlines everything we do. We are obsessed with the potential in people and challenge them to do their best work, embracing a culture of growth and learning to deliver on our vision. #J-18808-Ljbffr