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 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 

The Student Support Coach is passionate about seeing our students succeed in their drive to change into a career in tech.  They play an integral role in ensuring the continued success of our fast growing student base on our coding bootcamps, powered through www.hyperiondev.com.

In this role you will deliver high quality student-facing services that are tailored and responsive to the needs of HyperionDev. Involving the day to day management of all tickets logged through our ticketing system, categorising all tickets according to type and urgency, facilitating escalations where applicable, and analysing data on tickets to inform product development in order to optimise processes to improve NPS, student retention, graduation rates and overall satisfaction. 

The Student Support Coach role responds timely to student inquiries by providing general information, referrals, and advising services across multiple streams of work, including but not limited to student financial support, admissions, tuition, student records, and supports the execution of the Division’s strategy. You will work on a rotating shift pattern, including scheduled Sundays, to support learners across UK, US, and Australian time zones.

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. Typical shifts may include 09:00 - 18:00 SAST, 16:00 - 01:00 SAST for US coverage, and 01:00 - 09:00 SAST for Australian coverage. Rotas are published in advance and may change based on student demand.

RESPONSIBILITIES

1. Student Advising: Provide individualised academic advising to students, helping them navigate course selection, program requirements, and academic policies.
2. Progress Monitoring: Monitor students' academic progress, attendance, and performance, identifying potential issues and implementing interventions as needed.
3. 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.
4. Retention Strategies: Develop and implement initiatives to improve student retention rates, including outreach programs, workshops, and support groups targeting at-risk students.
5. Data Management: Maintain accurate records of student interactions, progress reports, and support services provided, utilising data to inform decision-making and program improvement efforts.
6. Guidance: Provide guidance and support to prospective students throughout the admissions process, addressing questions and concerns.
7. 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.
8. Graduation: Collaborate with career services, and student support staff to assist students in achieving their academic and career goals. Provide guidance and resources to students regarding outcome reporting requirements and opportunities for advancement.
9. Collaboration: Collaborate with the entire Education Operations as well as Graduate Outcomes teams to streamline processes and enhance the student experience.
10. Cross-Functional Projects: Participate in cross-functional teams and projects aimed at improving student recruitment, retention, and success.
11. Reputation Management: Ensure positive reviews from students are generated on social review platforms 
12. Shift coverage: Meet service levels across rotating shifts, including evenings and scheduled Sundays.
13. Global handovers: Coordinate handovers between UK, US, and Australian coverage to maintain continuity of support.

 

REQUIREMENTS

Minimum

• 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 and offer flexible work options.

Learn new tech skills: We offer our employees the opportunity to enrol part-time in our Coding Bootcamps.

Join the heart of tech in Africa, Europe and the US: You'll work with the best of the best and rub shoulders with the world leaders in edtech, developer education, and developer assessments. Join one of the most ambitious and highest performing tech companies in the space, with a management team that draws their former experience from companies such as Google, Amazon, GetSmarter/2U, Zando and Yoco. 

Life-changing work: Solve real problems that make education and tech careers accessible to those who need it most: you're allowed to brag about it

OUR VALUES

We're a people-forward company with a purpose that underlines everything we do. We're obsessed with the potential in people and challenge them to do their best work. We embrace a culture of growth and learning to deliver on our vision and ours is a relentless quest for improvement..