Remote Student Success Concierge Lead

Kentucky State University; Frankfort (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Kentucky State University is seeking a Student Support Concierge Manager to lead the SSC team serving online students. The role focuses on establishing service standards, supervising staff, monitoring student success initiatives, and coordinating services across university departments.

The position is remote, with occasional travel to Kentucky State University for meetings and training. Requires leadership experience in student services and a Master's degree, with strong communication and

Qualifications

• Master's degree is required.
• Minimum of two years of progressively responsible experience in student services, online education, or higher education administration.
• Supervisory or team leadership experience preferred.
• Experience supporting online students in a higher education environment preferred.
• Experience using Banner or similar student information systems and CRM software preferred.

Responsibilities

• Provide leadership, supervision, coaching, and performance management for the SSC team.
• Recruit, train, mentor, and evaluate staff, including onboarding and professional development.
• Coordinate staff assignments, caseloads, and service coverage for timely student support.
• Develop and evaluate standard operating procedures and service standards to improve efficiency.
• Act as liaison between SSC and Director of Online Education, reporting metrics and updates.
• Lead staff meetings, trainings, and collaborative planning.
• Assist online students with course registration, academic planning, and navigation of university processes.
• Advise students on course selection, degree progress, and available academic support resources.

Skills

Leadership

Staff development

Communication

Project management

Analytical thinking

Education

Master's degree

Tools

SIS

CRM

Microsoft Office

Job description

Kentucky State University is seeking a Student Support Concierge Manager to lead the SSC team serving online students. The role focuses on establishing service standards, supervising staff, monitoring student success initiatives, and coordinating services across university departments.

The position is remote, with occasional travel to Kentucky State University for meetings and training. Requires leadership experience in student services and a Master's degree, with strong communication and