Student Success Advisor

About Risepoint

Risepoint is an education technology company that partners mainly with regional universities to broaden access and increase the reach of their online academic offerings. Established in 2007, the organisation focuses on affordable, high-quality education that is closely aligned with workforce needs, with particular value for working adults and mature learners. Its model combines student-focused service, integrated support, and data-led performance in collaboration with university partners.

Role Overview

As a Student Success Advisor on the Risepoint Australia team, you will play a central role in supporting students from enrolment all the way through graduation. Reporting to the Director of Student Success, you will build strong relationships with students, proactively resolve issues, and coordinate with partner institution teams across academic, technical, and wellbeing support. This is the first point of contact for students and includes delivering pastoral support throughout their studies.

The position involves handling sensitive and sometimes complex conversations with professionalism, empathy, and confidence. Success in the role also depends on staying calm under pressure, managing a high call volume, and maintaining a strong student-centred focus in a busy, fast-moving environment.

Key Responsibilities

• Support new, continuing, and returning students through proactive outreach designed to improve retention and overall student outcomes.
• Track student engagement and performance, identify problem areas, and carry out interventions and follow-up actions to keep students on track.
• Resolve student concerns quickly and effectively, using coaching and issue resolution approaches that support retention targets and partnership goals.
• Respond within service-level expectations and route cases to the appropriate university support teams when needed.
• Run orientation sessions for new students and help them get comfortable with the online learning platform and study process.
• Guide students through registration and enrolment, including direct enrolment support where required.
• Handle incoming queries and concerns from students, faculty, and partnership contacts while avoiding delays that could affect outcomes.
• Manage a high volume of inbound and outbound calls, especially during peak periods.
• Prepare engagement and activity reports, enter data accurately, and complete audits related to registration, retention, and persistence.
• Keep CRM records up to date and document outreach activity and related service interactions.
• Identify ways to improve student support processes and help create and document new operational workflows.
• Coach and train new team members and provide coverage when needed.
• Help students access support services such as counselling, academic advising, learning support, and financial assistance.
• Work with academic and professional staff to solve complex student issues and maintain continuity of support.
• Carry out additional duties as assigned and work in line with Risepoint policies.

What Success Looks Like

• A naturally curious person who enjoys working with people.
• Strong client-service orientation with excellent verbal and written communication skills.
• High integrity, discretion, confidentiality, and professional conduct.
• Comfort working in a fast-paced setting with strong problem-solving and decision-making ability.
• Intermediate Excel skills, plus proficiency in Word, Outlook, and PowerPoint.
• Strong organisation, multitasking, attention to detail, and the ability to work with minimal supervision.
• Ability to meet deadlines and manage time-sensitive work under pressure.
• Comfort working both independently and collaboratively as part of a team.
• Proven ability to handle personal and sensitive discussions with empathy, tact, and confidence while maintaining trust and psychological safety.

How Performance Will Be Measured

• Achievement of individual key performance indicators.
• Consistency in meeting core duties and responsibilities.
• Development into a knowledgeable resource on partner institutions, their domains, and their products.

Experience Required

• A bachelor’s degree from an accredited institution.
• At least 1 to 2 years of experience in customer service, operations, call centre work, or student services.
• Residence in Australia is required for this full-time remote contract role.

Additional Experience Preferred

• Mental Health First Aid qualification.
• More than 2 years of student services experience within higher education.

Equal Opportunity

Risepoint is an equal opportunity employer and values a diverse, inclusive workplace.