StudentCare Team Lead

Lead the day-to-day running and development of the StudentCare team while delivering high-quality student support, coaching colleagues and managing team performance.

Gardens, Cape Town | In Office | 37.5 hours per week, 5 days between Monday and Saturday, 8:00 am–6:30 pm | R30,000–R37,000 per month

ABOUT OUR CLIENT

Our client operates within the education sector, supporting students throughout their learning journey.

Student support includes enrolment and online orientations, study planning, revision and exam preparation, technical assistance and ongoing guidance.

THE ROLE: STUDENTCARE TEAM LEAD

The StudentCare Team Lead will be responsible for the day-to-day smooth running and development of the StudentCare team in the South African office.

Alongside student-facing responsibilities, the role includes administrative and leadership duties, supporting the Head of Education with high-quality student support, consistency across the team, KPI reporting and continuous improvement of processes.

KEY RESPONSIBILITIES

• Lead the day-to-day running and development of the StudentCare team.
• Serve as the first point of contact for student queries, providing timely and effective responses via email and phone.
• Facilitate the enrolment process, including hosting online orientations.
• Provide technical support and troubleshoot platform-related issues.
• Conduct regular 1:1 calls with students, providing study planning, revision advice, encouragement and guidance.
• Act as the first point of contact for student complaints and coordinate with relevant teams.
• Provide exam preparation support.
• Deliver exceptional student support, fostering positive feedback and maintaining high levels of satisfaction.
• Manage team and webinar scheduling.
• Compile KPI data and collate review data.
• Support colleagues with day-to-day queries.
• Provide technical call coaching and one-to-one call coaching.
• Hold team meetings.
• Support the onboarding and training of new team members, ensuring consistent standards of delivery.
• Contribute to process improvement initiatives by identifying opportunities for increased efficiency and an enhanced student experience.
• Manage, track, analyse and report overall team KPIs, including student graduation percentage, team review generation, student engagement metrics, overall exam pass percentage, resolution times and diary management.
• Work towards KPIs including 5 reviews per month.
• Maintain an error rate on exams ordered of less than 10%.
• Work towards an exam pass rate of 65% for Tech and 75% for PM.
• Maintain an average ticket resolution time of less than 12 hours.
• Work towards an orientation engagement score of 4/5.

ABOUT YOU

• Previous experience in a customer-facing role is essential, with a solid track record.
• Strong written and spoken communication skills, with the ability to build rapport with students and coach colleagues effectively.
• Strong organisational skills, including balancing multiple priorities, scheduling and data management.
• IT proficiency, with confidence using online platforms, CRM systems and data reporting.
• Strong problem-solving abilities, with the ability to identify solutions for student and team-related challenges.
• Leadership and coaching capabilities, with the ability to guide, support and motivate colleagues.
• Collaborative and proactive, with the ability to take ownership when required.
• Passion for education and a commitment to supporting students’ learning and contributing to the growth of the StudentCare team.
• No accent.