Senior Student Success Advocate

University of North Carolina at Chapel Hill; Chapel Hill (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Professional training opportunities

Exclusive discounts for local services

Comprehensive benefits package

Job summary

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub to deliver student-centered service across in-person and digital channels. You will handle advanced coordination tasks, review service tickets, create knowledge-base content, and supervise student workers.

Ideal candidates communicate clearly with diverse populations, apply policies accurately, and uphold FERPA and HEA guidelines in a fast-paced, high-volume environment while supporting

Qualifications

• Strong customer service in front-line, high-volume service.
• Clear, professional communication with diverse populations.
• Ability to triage inquiries, apply policies across student scenarios.
• Proficient with Word, Excel, Outlook, Teams/Zoom, and CRM/ticketing tools.
• Experience creating written training materials.
• Ability to manage priorities and work independently.
• Experience supervising student employees.
• Commitment to federal, state and university policies (FERPA/HEA/IRC).

Responsibilities

• Provide advanced coordination like service ticket review, routing and resolution.
• Create and maintain knowledge-base content and perform quality assurance tasks.
• Deliver student-centered counseling throughout the student lifecycle.
• Supervise and train student workers supporting Heels Hub operations.
• Uphold no-wrong-door service model and ensure timely assistance across student services.

Skills

Customer service

Clear communication

Policy interpretation

Independent work

Supervision of student workers

Diverse populations

Education

Master’s degree

Bachelor’s degree

Tools

Microsoft Word

Excel

Outlook

Teams/Zoom

CRM or ticketing platform

Job description

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub to deliver student-centered service across in-person and digital channels. You will handle advanced coordination tasks, review service tickets, create knowledge-base content, and supervise student workers.

Ideal candidates communicate clearly with diverse populations, apply policies accurately, and uphold FERPA and HEA guidelines in a fast-paced, high-volume environment while supporting