Student Outreach Specialist

at  TripleTen

TripleTen is a fast-scaling company committed to enabling our students to change their lives through our focused reskilling programs. We are dedicated to supporting career switchers and are looking for an experienced partnerships specialist to drive our career services to new heights.
We are looking for a high energy, enthusiastic, and people-driven Student Outreach Specialist for our B2C student support team.
As an Outreach Specialist, your primary responsibilities are to ensure that students, upon completing their payment, possess a clear understanding of their next steps and to assist those encountering difficulties via digital channels (SMS, email, phone), as well as to contact students who stopped their participation later in the program.

Main metrics and responsibilities for Outreach Services:

• Start rate of our students;
• Discord join rate;
• Successful calls.

Requirements:

• 1-2 years of previous experience in customer success, support, or a client-facing field is mandatory;
• Excellent communication skills, both written and verbal. English level C1;
• Ability to troubleshoot and address challenges faced by students effectively;
• Collaborative mindset and the ability to work closely with wider teams;
• Familiarity with HubSpot and Discord is advantageous.

What you will do:

• Contact and Support: Reach out to students after purchase and during their studies to address any issues that arise.
• Onboarding Assistance: Ensure that all students smoothly progress through the onboarding process.
• Issue Resolution: Identify and resolve any obstacles that may hinder a student’s ability to join the program or access the learning platform.
• Student Engagement: Engage with students through calls, SMS, and emails. Assist in solving issues such as difficulty joining Discord, accessing the platform, reluctance to start learning, or navigating the resources.
• Collaboration: Maintain close communication with the product team and technical support to discuss ongoing processes and enhance the overall student experience.
• Cross-Functional Communication: Coordinate with the payments team on issues related to payments, refunds, enrollment terms, or postponing the start date, with student success managers on matters such as student motivation, study schedules, and feedback, with tech support team on technical issues.
• Documentation: Accurately document all student interactions and updates in HubSpot.

What we can offer you:

• $1,000 fixed + $130 KPI on a monthly basis;
• Full-time remote collaboration. Mon — Fri, 12 pm — 8 pm Eastern Standard Time;
• A comfortable digital office. We use modern digital tools — Jira, Notion, Zoom, HubSpot, HiBob — to make collaborating together seamless;
• A diverse and close-knit global team spread across the US, Israel, LatAm, and more.
• At this time, we are unable to offer H-1B, L-1A/B sponsorship opportunities.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.

*TripleTen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor

Main metrics and responsibilities for Outreach Services:

• Start rate of our students;
• Discord join rate;
• Successful calls

What you will do:

• Contact and Support: Reach out to students after purchase and during their studies to address any issues that arise.
• Onboarding Assistance: Ensure that all students smoothly progress through the onboarding process.
• Issue Resolution: Identify and resolve any obstacles that may hinder a student’s ability to join the program or access the learning platform.
• Student Engagement: Engage with students through calls, SMS, and emails. Assist in solving issues such as difficulty joining Discord, accessing the platform, reluctance to start learning, or navigating the resources.
• Collaboration: Maintain close communication with the product team and technical support to discuss ongoing processes and enhance the overall student experience.
• Cross-Functional Communication: Coordinate with the payments team on issues related to payments, refunds, enrollment terms, or postponing the start date, with student success managers on matters such as student motivation, study schedules, and feedback, with tech support team on technical issues.
• Documentation: Accurately document all student interactions and updates in HubSpot