Student Support Specialist

Job Description

Who We Are

Thinkful is a new type of school that brings high-growth tech careers to ambitious people everywhere. We provide 1-on-1 learning through our network of industry experts, hiring partners, and online platform to deliver a structured and flexible education. Thinkful offers programs in web development, data science, and design, with in-person communities in up-and-coming tech hubs around the U.S. To join the Thinkful network visit thinkful.com.

The Position

The Student Support Specialist solves the daily needs of Thinkful students from enrollment through graduation. Thinkful students face unique personal challenges as well as shared ones as people making a life change. They need a proactive champion at times and speedy and clear response at others.

You will ensure their assignments get graded on time, that their great ideas and specific concerns are heard and handled appropriately, and that their billing is as expected. In the end, you will have supported them towards a large, life-changing goal of a new career path.

This is a new position in the company and reports to our Associate Director of Academic Success. Success in this position will lead to opportunities to be player-coach or to move into other student-facing roles.

Responsibilities

• Ensure all emails sent to Thinkful Support are resolved on time and at the high standard set by the manager
• Execute current processes and identify areas ripe for improvement to ensure every Thinkful student has an A+ experience
• Ensure students are matched with Mentors within a time frame of their start date
• Update FAQs, student surveys, onboarding material, and other related documents
• ‘Deliver magic to students’ by anticipating their needs and transforming conflicts into positive experiences

Requirements

• Strong problem solver with comfort managing conflict and handling unique and personal problems
• Work closely with other student facing team including mentorship, academic success, and careers
• Incredible empathy and passion for the student as customer and life changer
• Exceptionally organized and able to prioritize around shifting needs
• Excellent written and verbal communication
• Excruciating detail-oriented and meticulous
• Proficient at basic quantitative and spreadsheet skills
• Enthusiastic about learning, especially in technical fields
• Desire to grow professionally

• Competitive base salary and significant equity
• Healthcare, dental, and vision insurance are 100% covered for individual and meaningfully covered for families
• 401k plan options
• Flexible vacation
• Learn to code with Thinkful courses and a Mentor
• Commuter Benefits Card via WageWorks
• Paid parental leave