Astria Learning is an education-technology company dedicated to delivering high-quality virtual learning experiences through partnerships with colleges and universities across multiple countries. One of the biggest gaps in online learning is the absence of human contact — our Student Success Coordinators (SSCs) exist to close that gap, acting as the bridge between the student and the institution so that no student ever feels alone, unsupported, or left with an unanswered question. We are looking for an experienced Student Success Manager to be the leader, coach, and architect of that support model, leading eCampus operations across a portfolio of partner institutions and directly managing Student Support Supervisors and SSCs. This is a strategic and hands‑on leadership role at the intersection of customer success, operations, and people management — idóneo for someone with a strong customer service and customer support background who thrives on building service systems, coaching frontline teams, and driving measurable student outcomes: enrollment, engagement, retention, on‑time tuition payment, and graduation.

What you'll do

Student support philosophy you'll champion

- Proactive, not reactive. SSCs reach out before problems become crises — a missing assignment triggers a message, an upcoming exam triggers a reminder, a missed class triggers a check‑in call.
- No student left alone. Every student has a named point of contact and always knows where to turn. No question goes unanswered; no message goes without a timely response.
- Accountability partnership. When a student's grades slip or attendance drops, the SSC steps in as an encouraging accountability partner — calling, motivating,



and building a plan to get back on track.
- Full‑lifecycle support. From onboarding and academic readiness, through assignments, exams, and grades, to tuition payment reminders and graduation — the SSC walks the entire journey with the student.
- Financial continuity as student care. Timely, empathetic payment reminders and follow‑up protect the student's ability to stay enrolled and complete their program. Collections done well is a retention activity, not just a finance activity.
- Empathy with standards. Warm, human, culturally aware communication — backed by clear service‑level standards for response time, follow‑up, and resolution.

Student experience and customer service leadership

- Own the end‑to‑end student support experience across partner institutions, ensuring every student receives timely, proactive, high‑quality service throughout their learning journey.
- Define, document, and coach customer service standards for the SSC team: response‑time SLAs, communication quality, escalation handling, and first‑contact resolution.
- Design and run structured touchpoint playbooks — assignment reminders, exam notifications, attendance follow‑ups, grade‑improvement calls, payment reminders, and graduation support.
- Monitor service quality through metrics such as response time, resolution rate, contact coverage,



and student satisfaction (CSAT/NPS), and intervene when standards slip.

Team leadership, coaching and development

- Directly manage, coach, and mentor Student Support Supervisors and Student Success Coordinators (SSCs), setting clear KPIs and fostering a culture of accountability, empathy, professional growth, and high performance.
- Run regular coaching sessions, call and message quality reviews, and service‑skills training rooted in customer service and customer support best practices.
- Build capability in proactive outreach, difficult conversations (academic performance, missed payments), and de‑escalation.

Retention and student outcomes

- Own key metrics across enrollment, engagement, retention, course completion, and graduation rates.
- Design early‑warning systems that flag at‑risk students (missed assignments, absences, falling grades, overdue payments) and proactive intervention plans to bring them back on track.

Tuition collections and payment continuity

- Own the tuition collection process at the student‑support level: ensure SSCs execute timely, empathetic payment reminders and structured follow‑up so that missed and late payments are minimized.
- Track collection rates, aging, and payment‑risk indicators; elevate and coordinate with Finance on persistent delinquency.
- Continuously improve the payment‑reminder workflow to protect both revenue and student continuity.

Institutional oversight and operations

- Oversee day‑to‑day eCampus operations across multiple partner universities, ensuring quality, consistency, and compliance in digital academic service delivery. <

📌 Student Success Manager (Colombia)
🏢 Astria Learning
📍 Colombia