Head of Student Success

7 months ago

Cape Town, South Africa HyperionDev Full time

**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 work 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. We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook) which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries. We have also partnered with government bodies such as the UK's Department for Education who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale up tech business join us as we play our part in making the world a more stable, safer, and fair place.

**ABOUT THE ROLE**:
As the Head of Student Success, you will lead a team of Student Support Coaches and Student Progression Associates within our Education Operations Department team. You will oversee the day-to-day management of student success, student support interventions, complaint escalations, and Zendesk ticketing processes.

You will play a key role in ensuring HyperionDev can continue to scale and serve thousands of students by contributing to the strategic direction of our education delivery, while ensuring high-quality support for our students.

To excel in this role, you should be calm under pressure, have impeccable attention to detail, have great organisation & planning skills, and must be adaptable in order to function in a fast-paced ever-changing environment.

***:
**RESPONSIBILITIES**:

- Lead and grow a team of Student Support Coaches by being accountable for the delivery of support interventions to students
- Oversee the talent requirements for your team and ensure we are hiring and retaining A Players to deliver in the best way possible to our students and customers
- Oversee ticketing processes and complaint escalations, ensuring timely resolution and exceptional service delivery
- Collaborate with the wider Education Operations team to project manage support interventions aimed at enhancing student success
- Develop and refine policies, processes, and procedures to streamline the impact of the Student Success vertical
- Set, monitor, and improve the KPIs of your vertical, ultimately leading to better student retention, NPS, and outcomes
- Set the strategies and systems for support of students with SEND needs and students that lag behind their expected progress

**REQUIREMENTS**:
**_Minimum_**:

- At least 1 year of experience managing a customer support team of at least 4 team members
- At least 3 years of experience directly relevant to managing the delivery of online or in person teaching/education programmes
- High technical proficiency and experience with customer support and education delivery platforms such as Zendesk, Canvas and similar platforms.
- Interest and experience in the coding education and ed-tech space.
- Fast learner with meticulous attention to detail.
- Experience managing large budgets, talent and performance management, and defining company culture and processes at scale.
- Extreme ambition and a track record of exceeding targets.
- Excellent leadership skills
- Excellent project management skills.
- A problem-solving and positive attitude.
- Excellent written and oral communication skills.
- Start-up mentality and the desire to see the company succeed.
- An interest in the future of developer education, assessments, tooling and online learning.

**_ Preferred_**:

- 2+ year of experience managing a customer support team of at least 4 team members
- 5+ years of experience directly relevant to managing the delivery of online or in person teaching/education programmes
- Experience overseeing Ofsted audits successfully or similar third party education audits
- Experience in specialising support for students with SEND needs
- 2+ years overseeing education delivery in an online education environment.
- 5+ years of project management experience or education management experience, specifically in an education business,
- 5+ years of managing or co-managing academic staff or academic teams in a tertiary

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