Student Support Lead

2 months ago

Gurugram, India Saras AI Full time

As Saras AI, we are building the most student centric institute on the planet. We are a US based startup that is on a mission to revolutionize the realm of online higher education. With the impending launch of our global online Institute, we're setting our sights on reshaping the way Artificial Intelligence is taught and perceived, to help students become the most sought-after professionals in the field of AI.


Position Overview:

We’re scouting for an empathetic, strategic, and visionary Student Support Lead.

This role is pivotal in ensuring every student's journey, from enrollment to internship until successful job placements becomes seamless, rewarding, and transformative.


Key Responsibilities:

  • Developing student support policies (admission policy, scholarship policy, code of conduct, grievances, technology usage policy etc.
  • Planning and executing the orientation program to acquaint new students with campus resources, policies, and academic expectations
  • Develop and maintain comprehensive administrative policies that prioritize student welfare, code of conduct, academic success, and a supportive learning environment within the online university community
  • Define and adherence to SLAs on student support process
  • Designing MIS to have 360 view of Student support system and work with technical Team to finalize them
  • Design course and semester surveys to get student feedback with a view to enhance student centric student support services
  • Create process governance on communication on Tuition Fee reminders/Policy updates/course upgrades to students.
  • Ensure that student records are up-to-date and compliant with Saras AI policies and regulations.
  • Work closely with SARAS AI leadership team to ensure compliance adherence at every touchpoint of student journey.
  • Ensure Student Support initiatives are well managed and executed on students’ community platform to enable Peer to Peer Learning
  • Closely work with IT team for Functional validation of new Student support community platform, student Information System
  • Assistance to students with inquiries and issues using email, phone and chat.
  • Provide and facilitate training to admin executive team members.
  • Ensure seamless student experience by designing and implementing new processes.
  • Ensure the best student satisfaction score in the online university model
  • Coordinating with academic departments and faculty to ensure alignment between enrolment and academic requirements
  • Manage team of operational and admin executives to help them deliver their best to support students
  • Continuously identifying opportunities to streamline administrative processes and improve the overall efficiency of operations.
  • Manage and maintain relationships with alumni through various channels such as email, social media, events, and alumni networks.
  • Maintaining accurate and up-to-date records of alumni contact information, employment status, and other relevant Alumni within students’ community platform
  • Managing alumni events, guest lectures, reunions, webinars, and networking opportunities to foster connections between alumni and current students for experience-based learning
  • Gathering feedback from alumni through surveys and other methods to assess satisfaction, identify areas for improvement,
  • Analysing alumni engagement metrics, and other initiatives to assess the effectiveness of alumni programs and continuous improvement
  • Work closely with Student Success Coaches, Teaching Assistants to understand student needs and facilitate Alumni engagement


Qualification and Skills Required:

  • Bachelor's degree with atleast 5-7 years as student support role in Edtech space.
  • Experience in online education on student support roles is highly desirable.
  • Excellent oral and written communication skills
  • Excellent Listening and strong interpersonal skills with the ability to build rapport with India and International students
  • Demonstrated ability to work independently and collaboratively in a remote team environment
  • Familiarity with online learning (LMS) and global community platforms for students
  • Passion for helping students succeed and commitment to their academic growth
  • Proficiency in using spreadsheets or data management tools to analyse and interpret student data.
  • Leadership qualities to oversee and guide a team of student support staff.
  • Awareness of and sensitivity to cultural differences and diversity within the student population


Why Join Us:

Be the guiding light: Make a real difference in the lives of students by helping them achieve their academic and professional aspirations.

Continuous growth opportunities: Expand your knowledge and skills through professional development programs and mentorship opportunities.

Impact the future of education: Be a part of a groundbreaking initiative that is shaping the future of education.

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