Student Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead the Student Support team, overseeing its management and development.

• Conduct regular one-on-one meetings, coaching sessions, feedback, and performance evaluations.

• Establish expectations and standards for student service, including responsiveness, accuracy, professionalism, and accountability.

• Monitor key performance indicators (KPIs) for Student Support, identify areas for improvement, and enhance outcomes.

• Supervise quality assurance processes and address student concerns, complaints, refunds, disputes, and escalations.

• Manage training, onboarding, and cross-training initiatives to ensure adequate backup coverage.

• Collaborate with the People & Culture team on hiring, staffing requirements, and performance-related issues.

• Lead daily and weekly management activities for Support, such as team huddles, KPI reviews, coaching sessions, and follow-ups.

• Enhance, streamline, automate, and document Support processes.

• Coordinate with Consulting, Sales, DevOps, and other departments regarding cross-departmental Support matters.

• Assist in the development and execution of quarterly Support priorities, KPI targets, and initiatives for process improvement.

⛳️ Requirements

• Proven and highly accountable team member from BeMo’s Consulting Department.

• Strong grasp of BeMo’s students, services, standards, and internal procedures.

• Experience in managing complex or sensitive situations involving students.

• Ability to make independent and sound decisions comfortably.

• Proficient in reviewing KPIs and leveraging data to identify challenges and enhance team performance.

• Highly organized with the capability to juggle competing priorities and urgent matters.

• Excellent written and verbal communication skills.

• Proactive, accountable, and willing to take ownership of results.

• Interest in developing leadership capabilities and assuming broader management roles.

🏝️ Benefits

• Part-time schedule of approximately 20–25 hours per week.

• Opportunity to transition into a full-time role based on departmental needs and the success of the team structure.

• Accessible employment practices and disability accommodations during the recruitment process.

• Commitment to inclusion and diversity.