Student Support Concierge Manager

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🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

⚪️ Entry-level

👔 Manager

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Kentucky State University

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1886

📚 Education

Education

Kentucky State University is a public, historically Black land‑grant university located in Frankfort, Kentucky, offering undergraduate and graduate programs across liberal arts, STEM, education, agriculture, and professional fields. The university provides teaching, research, and community extension services and serves as an educational and cultural resource for the region. Note: the supplied text appears to be marketing and product copy for Linktree and does not describe Kentucky State University.

📋 Description

• Under the general direction of the Director of Online Education, provides leadership, supervision, and operational oversight of the Student Support Concierge (SSC) team serving online students. • Responsible for establishing service standards, supervising staff, monitoring student success initiatives, analyzing operational data, and coordinating student support services across University departments to promote student retention, persistence, and academic success. • Exercises independent judgment in resolving complex student concerns, improving operational processes, and ensuring consistent, high-quality support for online learners. • Serves as the primary liaison between the Student Support Concierge team and the Office of Online Education and is responsible for maintaining effective communication, performance accountability, and continuous service improvement.

🎯 Requirements

• Master's degree from an accredited institution is required. • Minimum of two (2) years of progressively responsible experience in student services, academic advising, online education, higher education administration, or a related field is required. • Supervisory or team leadership experience is preferred. • Experience supporting online students in a higher education environment is preferred. • Experience using Banner or similar student information systems and customer relationship management software is preferred. • Demonstrated ability to effectively communicate with students using telephone, email, video conferencing, and other virtual communication technologies.

🏖️ Benefits

• Provides leadership, supervision, coaching, and performance management for Student Support Concierge team members. • Recruits, trains, mentors, and evaluates Student Support Concierge staff, including onboarding new employees and supporting ongoing professional development. • Coordinates staff assignments, caseloads, work schedules, and service coverage to ensure timely and consistent student support. • Develops, implements, and continuously evaluates standard operating procedures, workflows, and service standards to improve operational effectiveness. • Serves as the primary liaison between the Student Support Concierge team and the Director of Online Education by communicating operational updates, escalating complex student concerns, and reporting performance metrics. • Facilitates regular staff meetings, training sessions, and collaborative planning activities. • Provides direct support to online students by assisting with course registration, academic planning, and navigation of University processes.