Heels Hub: Senior Student Success Strategist

The University of North Carolina at Chapel Hill; North Carolina; On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Comprehensive benefits

Campus discounts

Paid leave

Job summary

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit in Enrollment Management. This role delivers a seamless, student‑centred service experience through in‑person and digital channels.

The position involves advanced coordination: ticket review, routing, knowledge‑base content creation, and quality assurance, plus supervision of student workers. It supports timely financial aid decisions and adherence to policies.

Qualifications

• Master’s or Bachelor’s degree with 0–2 years’ experience, or a related combination of education and experience.
• Strong customer service skills and experience in a front-line, high-volume service environment.
• Experience triaging inquiries, applying policies, and using CRM or ticketing platforms.

Responsibilities

• Provide student-centered counseling across the student lifecycle.
• Review service tickets, route, and resolve requests.
• Create knowledge-base content and perform quality assurance tasks.
• Supervise student workers and oversee Heels Hub operations.
• Support the university’s no-wrong-door service model by ensuring timely, accurate assistance.

Skills

Customer service

Clear communication

Problem solving

Microsoft Office

Content creation

Independent work

Policy understanding

Education

Bachelor’s or Master’s degree

Tools

CRM systems

Ticketing platforms

Job description

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit in Enrollment Management. This role delivers a seamless, student‑centred service experience through in‑person and digital channels.

The position involves advanced coordination: ticket review, routing, knowledge‑base content creation, and quality assurance, plus supervision of student workers. It supports timely financial aid decisions and adherence to policies.