Student Care Manager

ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. Position Overview: We are seeking a dedicated Student Care Manager to join our team. This role is pivotal in ensuring that our students receive an exceptional educational experience and are fully satisfied with the courses they enroll in. As the frontline representative for our students, you will be responsible for providing comprehensive support, addressing inquiries, resolving issues, and fostering a positive learning environment. Key Responsibilities: * Student Support: Provide timely and effective support to students via email, chat, and phone. Address inquiries related to course content, platform navigation, technical issues, and administrative matters. * Onboarding and Orientation: Guide new students through the onboarding process, ensuring they are familiar with the platform and course structure. Conduct orientation sessions to help students get started and make the most of their learning experience. * Issue Resolution: Identify, investigate, and resolve student issues and complaints promptly and professionally. Escalate complex issues to the appropriate teams for resolution. * Feedback Collection: Gather feedback from students regarding their experiences, courses, and instructors. Analyze feedback to identify areas for improvement and propose solutions to enhance the student experience. * Community Building: Foster a sense of community among students by encouraging interaction and engagement. Facilitate communication and collaboration through online forums, groups, and other community-building activities. * Course Management: Assist with the administration of courses, including managing enrollments, updating course materials, and coordinating communication with instructors. * Performance Monitoring: Track and monitor student satisfaction metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Analyze data to identify trends and areas for improvement. * Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of student support operations. * Communication: Maintain clear, concise, and professional communication with students, instructors, and internal teams. * Other responsibilities: Be able to take on other responsibilities as required. Qualifications: * Bachelor's degree or equivalent experience * Previous experience in customer service, student support, or a related field * Excellent communication and interpersonal skills * Strong problem-solving and critical-thinking abilities * Ability to work independently and as part of a team * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) * Familiarity with online learning platforms and educational technology * Ability to multitask and manage multiple priorities effectively * Empathy and a genuine desire to help students succeed * Strong organizational skills and attention to detail * Availability to work some weekend hours as needed. Benefits: * Competitive salary * Health, dental, and vision insurance * Paid time off * Professional development opportunities * Opportunity to work in a fast-paced and dynamic environment * Make a direct impact on the success of students and the growth of ELVTR