Student Success Specialist

MedSchoolCoach | Full-Time | Remote

MedSchoolCoach is seeking a compassionate, organized, and solutions-oriented Student Success Specialist to join our Student Success team. In this role, you will serve as a trusted point of contact for students and families, helping ensure they receive exceptional service, timely support, and a positive experience throughout their journey with MedSchoolCoach.

The ideal candidate is a strong communicator who brings patience, empathy, and professionalism to every interaction, particularly when navigating sensitive situations or resolving concerns. This individual should be comfortable managing competing priorities, addressing challenging conversations with confidence, and balancing a supportive approach with the ability to set clear expectations and drive resolutions. We are especially interested in candidates with backgrounds in higher education, admissions, student affairs, academic advising, counseling, or other student-facing roles who understand the unique pressures students and families face throughout the academic and medical education journey.

Student & Family Support

• →Serve as a primary point of contact for students and families, providing thoughtful, responsive, and professional support via email and phone.
• →Manage incoming student inquiries, concerns, and complaints, ensuring timely acknowledgment and follow-up, typically within 24–48 hours.
• →Approach sensitive or emotionally charged situations with patience, empathy, and sound judgment, recognizing when conversations require additional time, care, or escalation.
• →Build positive relationships with students and families, establishing trust and confidence in

MedSchoolCoach's services.

• →Conduct proactive check-ins with students, particularly during onboarding and early stages of service, to ensure satisfaction and address potential concerns.

Issue Resolution & Relationship Management

• →Investigate and resolve student concerns related to service delivery, scheduling, communication, and other aspects of the student experience.
• →Serve as a liaison between students, families, advisors, tutors, and internal teams to facilitate effective communication and timely resolutions.
• →Exercise sound judgment when addressing complaints, balancing student satisfaction with company policies and service expectations.
• →Identify situations requiring escalation and collaborate with leadership to determine appropriate next steps.
• →Maintain a calm, professional, and confident approach during difficult conversations while setting clear boundaries and expectations.

Student Success Operations

• →Coordinate student onboarding and transitions between internal teams, advisors, and tutors to ensure a seamless experience.
• →Maintain accurate and detailed records of student interactions, concerns, follow-up actions, and resolutions.
• →Monitor ongoing student needs and proactively identify opportunities to improve satisfaction and engagement.
• →Assist with student satisfaction surveys, feedback collection, and other initiatives designed to evaluate the student experience.
• →Identify recurring concerns or service gaps and recommend improvements to processes, policies, and communication practices.
• →Develop and maintain standard operating procedures and documentation to support consistent service delivery.
• →Collaborate with Student Success leadership and cross-functional teams on additional projects and initiatives as needed.

Required

• Bachelor's degree from an accredited institution.
• Experience in a student-facing, client services, customer support, or relationship management role.
• Exceptional written and verbal communication skills, with the ability to communicate clearly, professionally, and thoughtfully with diverse audiences.
• Strong interpersonal skills, emotional intelligence, and the ability to build rapport with students and families.
• Demonstrated ability to navigate difficult conversations, manage complaints, and resolve conflicts with empathy and confidence.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities while meeting established response timelines.
• Strong problem-solving skills and the ability to exercise independent judgment when evaluating situations and determining appropriate next steps.
• Ability to remain composed under pressure and adapt communication styles based on individual needs and circumstances.
• Proficiency with common productivity and communication tools, including Google Workspace and Microsoft Office.
• Willingness to learn about MedSchoolCoach's services, medical education pathways, and the unique needs of our students.

Preferred

• Experience working in higher education, college admissions, student affairs, academic advising, enrollment services, or counseling.
• Advanced degree in education, higher education administration, counseling, or a related field.
• Experience supporting students and families through academically demanding or high- stakes processes.
• Previous experience in complaint resolution, student advocacy, or service recovery.
• Familiarity with student support systems, CRM platforms, or case management tools.

Our ideal candidate is someone who genuinely enjoys helping people and understands that exceptional student support requires more than simply answering questions. It requires listening carefully, communicating clearly, following through consistently, and knowing when to offer reassurance versus when to take decisive action. You will thrive in this role if you are naturally patient and approachable, but also confident and comfortable taking ownership of challenging situations. You recognize that students and families may be navigating stressful or uncertain circumstances, and you take pride in helping them feel heard, supported, and confident in the services they receive. Above all, you are a strong writer, a thoughtful problem solver, and someone who can be trusted to manage sensitive student concerns with professionalism, discretion, and care.