Student Success Coach

InSource Services Group - Remote - Part time

Student Success Coach 

Part-time career opportunity with potential for full-time! 

We are looking for teammates interested in thinking outside the box for providing student support not seen before in higher education.


InSource Services Group (ISG) is a proven and experienced Consulting and Managed Services company dedicated to improving student outcomes through exceptional support and service. Through a comprehensive suite of consulting, support services, and technology to meet student, educator, and customer support needs, ISG serves higher education institutions, K-12 institutions, charter/online K-12 institutions, online programs/ publishers, and education technology companies.


The Student Success Coach (SSC) supports and guides the development of online students with the aim of supporting their academic goals and persistence, and for increasing institutional retention rates. The Success Coach achieves defined objectives by implementing and maintaining services in compliance with established guidelines; proactively fostering effective relationships and individualized mentorship to help students achieve their potential; and serving as a member of the Student Success team.

The Student Success Coach is actively engaged with students through 1:1 meetings, wellness checks, and by creating asynchronous educational content around time management, study skills, and career planning.

The Student Success Coach reports to the Director of Student Success and works closely with other campus staff and administrators for providing responsive, high quality services and programs.

Target Salary: $19 - $21/hour

Essential Duties and Responsibilities:

  • Develops personal and collaborative relationships with students by maintaining regular contact with the use of multiple communication platforms (e.g., phone, email, instant messaging, and Zoom video meetings) to provide coaching around academic programs, time management, study skills, and academic technologies, and to keep students connected with campus resources.
  • Collaborates with students to identify barriers, explore solutions, and leverage resources by encouraging students to take an active role in their learning.
  • Follows defined plan for collaborating with on-campus departments to assure that students receive support related to financial aid, academic advising, general student support services and other campus resources.
  • Helps students to demystify college/university policies and procedures.
  • Encourages students to achieve self-awareness in order for them to gain a greater understanding of their personal strengths, values, and interests.
  • Collaborates with partner institutions to assure students receive the support they need related to financial aid, academic advising, general student services, and other campus resources.
  • Leverages data analytics to proactively support students who may be displaying at risk factors.
  • Tracks conversations and interventions with students; responds to requests for information and/or analysis.
  • Participates in new student orientation sessions.
  • Compiles data from a wide variety of sources for the purpose of analyzing issues, ensuring compliance with organization policies and procedures, and/or monitoring program components.
  • Prepares a wide variety of often complex materials (e.g.. plans, reports, analyses, recommendations, procedures, etc.) for the purpose of documenting activities and issues, meeting compliance requirements, providing audit references, making presentations, and/or providing supporting materials for requested actions.
  • Collaborates with internal and external personnel for implementing and maintaining assigned services and programs.
  • Performs other related duties as assigned to ensure efficient and effective functioning of the Student Success team.

Minimum Qualifications - Education and Professional Experience

  • Master’s degree in higher education or college student personnel administration, from a regionally accredited institution (Bachelor’s degree from a regionally accredited institution is acceptable for working with undergraduate programs)
  • 1-3 years directly related experience, preferably in a higher education institution setting providing 1:1 and group student support
  • Working knowledge of federal regulations such as Family Education Rights and Privacy Act (FERPA) and Americans with Disabilities Act (ADA) as it relates to student accommodations
  • Knowledge of undergraduate and/or graduate student experience
  • Ability to recognize, understand, and address risk factors that impact students from achieving their academic goals, and to provide high level reports during team meetings
  • Technology skills in the use of word processing, spreadsheet, database, electronic mail and internet applications, preferably Microsoft Office Suite software, and working knowledge of Google Docs

Preferred Qualifications

  • Must have a flexible Monday through Friday schedule and be available to students during university office hours, and be willing to work some evening and weekend hours; must also be able to adjust schedule as needed to best meet student needs and availability
  • A commitment to diversity, gender equity and inclusion
  • Excellent interpersonal skills to interact with diverse constituents and to provide high quality support and customer service to students
  • Experience working with students in social work, business, technology, education (K-12 or education policy setting), or nursing academic disciplines
  • Understanding of counseling/student development theories and ability to apply theory in practice with students
  • General knowledge of enrollment management and retention best practices, and the ability to apply them to an adult learning environment
  • Experience working with online learners
  • Quick learner with regard to technology
  • Professional experience with problem solving and conflict resolution
  • Highly effective written and verbal communication skills

Ability to:

  • Establish and maintain cooperative working relationships with faculty, staff, and students
  • Problem solve, analyze issues, and create action plans that fall within the scope of the role and established guidelines
  • Work independently under broad organizational policies
  • Utilize resources as required to perform daily expectations of serving students
  • Build relationships quickly through phone, email, texting and Zoom tools
  • Work well under pressure by setting priorities, adapting quickly to changing work priorities, and meeting deadlines
  • Communicate with diverse groups and individuals
  • Communicate effectively with emphasis on active listening and constructive support
  • Be self-motivated, enthusiastic, personable, assertive, dependable, and able to work independently and as a member of a team
  • Work in a virtual work environment
  • Have strong attention to detail and accuracy

Work Environment

This position is through a virtual work environment. Our employees enjoy the freedom and flexibility of working from home. Even though our teams are spread across the country, we utilize a wide variety of collaboration tools that bring us together and foster teamwork, community, and collaboration as good as, if not better than, most onsite work environments.

Requirements for success in a virtual work-at-home role include:

  • Work space – Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy
  • Multitasking – Ability to navigate or toggle many screens and maintain chat conversations simultaneously
  • High speed internet – Must provide employee-paid, high speed internet service (5MB or higher connection speed); no dial-up or satellite dish connections
  • Must have a working desktop or laptop that is supported by Mac or Windows operating systems

Application Deadline and Contact Information

Apply at by providing a letter of interest and a current resume that includes at least three professional references. Applications received through June 15, 2019, 11:59 PM (EDT) will be considered for fall hires; applications received after June 15 will be considered for future hire dates. NOTE: Only complete applications will be considered.


InSource Services Group offers a comprehensive set of employee benefits including paid vacation and holiday time, Life, Dental and Health care options. ISG, as a work from home model, also provides flexible hours and accommodations to ensure a work-life balance.


InSource Services Group, LLC is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor. 

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Customer Implementation / Customer Success

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