ABOUT US
HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world.
We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers.
We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook) which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.
We are dedicated to closing the global tech skills gap and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology.
This model has been successful, allowing us to reach millions of learners a year from over 60 countries.
We have also partnered with government bodies such as the UK's Department for Education who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).
We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history.
As a primarily bootstrapped, profitable, and scale up tech business join us as we play our part in making the world a more stable, safer, and fair place.
ABOUT THE ROLEThe Student Support Coach is passionate about seeing our students succeed in their drive to change into a career in tech.
They play an integral role in ensuring the continued success of our fast growing student base on our coding bootcamps, powered through www.hyperiondev.com.
In this role you will deliver high quality student-facing services that are tailored and responsive to the needs of HyperionDev.
Involving the day to day management of all tickets logged through our ticketing system, categorising all tickets according to type and urgency, facilitating escalations where applicable, and analysing data on tickets to inform product development in order to optimise processes to improve NPS, student retention, graduation rates and overall satisfaction.
The Student Support Coach role responds timely to student inquiries by providing general information, referrals, and advising services across multiple streams of work, including but not limited to student financial support, admissions, tuition, student records, and supports the execution of the Division's strategy.
RESPONSIBILITIESAnalyse and report on data on a weekly and monthly basis relating to student concerns, queries, retention and progress issues to the Student Success Manager.Analyse and report on data on a weekly and monthly basis relating to student and graduate satisfaction metrics along with public review and referral successes.Analyse and report on data on a weekly and monthly basis relating to our student base and students who are at risk of disenrollment, pausing, switching and those requiring extensions.Provide premium, professional and personalised student support for assigned HyperionDev students.Support and contribute to maintaining, updating and defining student and graduate support processes and policies.Ensure positive reviews from students are generated on social review platforms.Identify and engage with lagging, inactive and detractor students to problem solve with them to ensure on time graduation.Contribute to the overall HyperionDev brand recognition and credibility through student and graduate engagement campaigns.REQUIREMENTSMinimumA completed Matric qualification.Near-perfect written and verbal communication skills.Experience with ticket management systems and reporting.At least 2 years of experience in online customer support or a student success role.At least 1 year of experience working with CSAT / NPS data and engaging with detractors.At least 1 year of experience managing public reviews, social media accounts or online community engagement.Fast learner with meticulous attention to detail.PreferredPrior tech startup experience in a high-growth and ambitious environment.A university degree.At least 1 year of experience implementing and driving a referral or incentive program.Experience with Zendesk and Intercom.At least 6 months of software development experience.Interest in recent pedagogical advances in computing and online education.Interest and experience in the coding education and ed-tech space.BENEFITSFlexible & remote working: We are a remote-friendly organisation and offer flexible work options.
Generous annual leave and medical benefits: We provide up to 19 annual leave days as part of our leave policy, as well as health insurance or medical aid benefits for our staff.
Join the heart of tech in Africa, the US, and Europe: You'll work with the best of the best and rub shoulders with the world leaders in edtech, developer education, and developer assessments.
Join one of the most ambitious and highest performing tech companies in the space, with a founding team that draws their former experience from companies such as Google, Amazon, GetSmarter/2U, & Yoco.
Life-changing work: Solve real problems that make education and tech careers accessible to those who need it most: you're allowed to brag about it.
OUR VALUESWe're a people-forward company with a purpose that underlines everything we do.
We're obsessed with the potential in people and challenge them to do their best work.
We embrace a culture of growth and learning to deliver on our vision and ours is a relentless quest for improvement.
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