Academic Support Specialist

4 days ago

Cape Town, Western Cape, South Africa MasterStart Full time
About MasterStart

MasterStart is a dynamic and fast-growing EdTech company that's revolutionizing online education. We believe in the power of human connection and offer flexible, fully supported online learning programs that empower professionals to adapt and excel in today's fast-paced world.

Job Summary

We're seeking a highly skilled and passionate Learner Success Coordinator to join our team. As a key member of our academic support team, you'll play a vital role in ensuring the success of our learners. If you're tech-savvy, energetic, and eager to make a meaningful impact, this could be the perfect fit.

Key Responsibilities
  • Provide comprehensive learner onboarding support, including course quality assurance and learner guidance.
  • Offer backend support to the Learner Success Coach, ensuring seamless communication and collaboration.
  • Act as a point of contact for learners seeking support for pastoral, technical, and academic issues via our general services desk.
  • Confirm course details with Industry Experts and Learner Success Coaches.
  • Conduct weekly check-ins with Learner Success Coaches to ensure alignment and address any concerns.
  • Monitor and update learner tracking tools, generating reports for business stakeholders.
  • Manage Zendesk and the dialer for allocated shifts, responding to queries within required time frames.
  • Provide partnership support and coordination, ensuring processes and policies are adhered to.
  • Maintain accurate records of learner interactions, adhering to internal guidance and protocols.
  • Vet gradebooks and learner results to ensure they meet standards set in the Assessor Guide.
  • Create and distribute certificates and statements of results for allocated partners.
  • Perform ad-hoc duties that align with business, client, and learner needs.
Requirements
  • Minimum qualification: Diploma in Business Management (NQF 6)
  • Bachelor of Business Administration (BCom) or a related field in Business Management
  • At least 2 years of experience in coordination and academic support
  • Strong understanding of Higher Education regulations, processes, and the education landscape
  • Excellent administrative and reporting abilities, particularly in an academic context
  • Passion for learner support and meticulous attention to detail
  • Exceptional communication and time management skills
Work Environment

We offer a hybrid role with a Cape Town-based location. You'll have access to a stable and fast internet connection and a quiet, professional workspace at home.

Working Hours

Shift work: 8:00-17:00 (Mondays to Fridays), 12:00-20:00 (alternate Mondays and Wednesdays), and 8:00-13:00 (Saturdays)

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