Student Support Assistant

Job description

Role description

We are looking for a highly organised and student-centred Student Support Assistant to support the student advancement team. This is an entry-level role focused on providing administrative and coordination support across our student programmes, with a primary focus on crowdfunding support, and additional exposure to bursary management and wrap-around support as needed.

The role plays a key part in ensuring that students are effectively screened, onboarded, and supported throughout their journey with Feenix. You will assist in reviewing student applications against set criteria, preparing information for team review, and supporting the onboarding process to ensure students are set up for success from the start.

You will be responsible for handling student queries in a timely and professional manner, maintaining clear and consistent communication, and ensuring students feel supported throughout their funding journey, particularly in helping them navigate and maximise their crowdfunding efforts. From time to time, you will assist with on-campus activations and engagements to support student recruitment and awareness.

Working closely with the broader student advancement team, you will help ensure that systems, processes, and day-to-day coordination run smoothly, enabling the team to connect students in need with donors who care through crowdfunding, bursary opportunities, and holistic support. Your role is to support the delivery of a high-quality, efficient, and empathetic student experience, while contributing to improved student engagement, retention, and fundraising activity.

Core responsibilities including, but not exclusive to:
Provide effective and efficient student support

• Provide frontline support to students via WhatsApp, email (Zendesk), and phone
• Assist students with onboarding, platform navigation, and technical issues
• Respond to and resolve student queries in a timely and student-centric manner
• Support student engagement through proactive communication and follow-ups

Student moderation and data management

• Moderate student profiles to ensure eligibility and compliance with Feenix criteria
• Conduct and support combined household income and baseline survey checks during peak periods
• Maintain accurate student records, trackers, and internal databases
• Ensure quality and accuracy of data captured across systems

Support student fundraising and engagement

• Support the planning and execution of student onboarding and registration processes
• Assist with onboarding webinars and student communications
• Provide input and feedback on student-facing fundraising content
• Support individual fundraising efforts through guidance and resource sharing

Content and communications support

• Assist in the creation and coordination of student-facing content (FAQs, guides, videos)
• Coordinate the development and distribution of student support materials
• Manage and update student testimonials and featured student profiles
• Collaborate with the marketing team on student communications and campaigns

Student recruitment and registration support

• Support bi-annual student registration drives and onboarding processes
• Assist with face-to-face registration drives (where required)
• Provide insights to improve recruitment strategies and student lifecycle management

Wrap-around support and external resources

• Support the promotion and accessibility of student wrap-around services such as the personal and professional development masterclasses
• Maintain and update external student support resources and directories
• Assist in communicating available support services to students
• Advocate for student needs and provide feedback on service provider experiences

Operational support and continuous improvement

• Provide feedback on platform user experience (frontend and backend)
• Support process improvements for student support and engagement at scale
• Contribute to reporting and tracking of student activity and engagement metrics
• Assist with general administrative and operational tasks within the team

Values requirements

• Empathy and a student-centric mindset
• Self-starter with a growth mindset
• Strong organisational and administrative capability
• High attention to detail and accuracy
• Strong written and verbal communication skills
• Collaborative and team-oriented approach to work
• Comfortable working in a fast-paced and evolving environment
• Professional and trustworthy when handling confidential information

Qualifications and experience:

Education: Bachelor’s degree in a relevant field such as social sciences, project management, or similar.

Experience:

• 1-2 years experience in customer support services or administration.

Skills:

• Great time management and attention to detail, with a focus on delivering measurable outcomes.
• Demonstrated passion for youth development and advancing student success.
• Detail-orientated.
• Ability to manage multiple responsibilities simultaneously.
• Strong written and verbal communication abilities.
• Ability to build relationships with diverse stakeholders.
• Ability to adapt and learn new technologies quickly.

Advantageous training/experience:

• Exposure to customer relationship management tools such as Zendesk
• Coordinating peer to peer programmes
• Experience working with students in the higher education sector
• Has a valid driver’s license

Working enviroment:

Hybrid model

• Compulsory in office days on Wednesdays and Thursdays (days are subject to change)
• Optional remote work on Mondays, Tuesdays, and Fridays (at own expense to the individual)

Occasional travel

• Assistant will be required to travel occasionally both locally (Cape Town) and nationally for university activations throughout the year.

Posted on 15 Apr 16:12, Closing date 4 May