Student Support Specialist

Accelerated Academy; Denham Springs (LA); On-site; USD 36,000 - 52,000; Full time

Job summary

Accelerated Academy, LLC is seeking a Student Services Specialist to oversee academic intervention and student progress from enrollment through graduation. You will evaluate performance, attendance, and skills-check results, and determine individualized intervention plans while managing escalation cases with the AI support tool.

The role requires strong communication, empathy, and policy consistency, with weekend availability during active semesters, and collaboration with program management to

Qualifications

• High School diploma or equivalent required.
• Strong written and verbal communication with a professional tone.
• Ability to stay calm and fair with frustrated students while applying policy consistently.
• Ability to handle escalated student concerns with empathy and fairness while applying policy consistently.
• Ability to analyze student data and feedback to identify trends and root causes.
• Ability to work Saturday hours during active semester sessions.

Responsibilities

• Manage the escalation queue for Student Support and reply within the agreed response time.
• Resolve complex student cases, including complaints and staff review requests.
• Independently evaluate extensions, additional assessment attempts, and make-up credits under policy.
• Record each escalation with details and resolution.
• Collaborate with Program Management to resolve student complaints from first contact through closure.
• Share student evidence to inform instructor, hosting office, and curriculum decisions; confidentiality is required.
• Outreach to at-risk students and determine individualized improvement plans.
• Determine appropriate make-up options on a case-by-case basis.
• Review AI assistant conversations for accuracy, tone, and policy compliance.
• Flag incorrect AI responses and propose corrections.
• Monitor handoff rates and report patterns to the Director.
• Write and approve emergency broadcasts to student groups within rules.
• Ensure AI honors STOP requests and quiet hours.
• Provide weekly updates and monthly program quality reports.
• Participate in strategic planning and program evaluation discussions.
• Develop and recommend academic support policies and extension limits.

Skills

Written communication

Verbal communication

Policy application

Data analysis

Empathy

Customer service

Education

High School diploma

Bachelor's degree

Tools

Canvas LMS

Salesforce

Job description

Description

Role Overview

The Student Services Specialist is responsible for academic intervention and student progress from enrollment through graduation. The role evaluates students' academic performance, attendance, and skills-check results, determines individualized intervention and make-up plans, and exercises independent authority to grant academic exceptions. The role also resolves escalated student concerns on behalf of the school and oversees the quality of academic guidance provided by the AI student support assistant

Essential Functions

Escalation Handling

• Manage the escalation queue for Student Support and reply within the agreed response time.
• Resolve complex student cases, including complaints and requests for staff review.
• Independently evaluate and decide deadline extensions, additional assessment attempts, and make-up credit hours, including exceptions to standard policy limits, without prior approval, based on each student's academic circumstances.
• Treat safety concerns as urgent and follow the safety procedure.
• Record each escalation: what the student asked, what the AI assistant said, why it came to you, and how it was resolved.

Program Management Partnership and Complaints

• Work with the Program Management team to resolve student complaints from first contact through closure.
• Share student evidence, such as feedback, complaint patterns and attendance and retention data, to help inform instructor, hosting office, and curriculum decisions. Program Management and leadership make the final call.
• Protect student record confidentiality

Proactive Outreach and Retention

• Reach out to students who are behind on assignments, skills checks, tests, or approaching the attendance limit.
• Assess at-risk students' academic progress and attendance, and determine individualized academic improvement plans to support program completion.
• Determine appropriate make-up options, including extra credit hours and additional attempts, on a case-by-case basis.

AI Assistant Oversight

• Review AI assistant conversations, including sampled and escalated threads for accuracy, tone, and policy compliance.
• Flag incorrect, incomplete, or unsafe AI assistant responses and propose corrections.
• Recommend changes to AI assistant response rules, reminder timing, and deadline extension limits..
• Monitor handoff rates and handoff reasons, and report patterns to the Director.
• Write and approve emergency broadcasts to student groups within the locked broadcast rules.
• Confirm that the AI assistant honors STOP requests and quiet hours.
• Provides weekly updates on Student Services operations and monthly reports on program quality.
• Participates in department-level strategic planning and program evaluation discussions.
• Develop and recommend academic support policies, attendance intervention standards, and extension limits to the Director of Student Operations

Requirements

Required:

• High School diploma or equivalent required
• Strong written and verbal communication with a professional tone.
• The ability to stay calm and fair with frustrated students while applying policy consistently.
• Ability to handle escalated student concerns with empathy and fairness while applying policy consistently.
• Ability to analyze student data and feedback to identify trends and root causes.
• Ability to work Saturday hours during the active semester sessions.

Preferred:

• Bachelor's Degree
• Experience in student retention, student services, or education support.
• Experience in dental assisting is highly beneficial
• Experience working with or improving automated support tools, chatbots, or helpdesk workflows.
• Proficient with Canvas LMS, Salesforce, and digital messaging platforms. Ability to manage multiple systems at once, type quickly and accurately, learn new technologies quickly, and apply a working knowledge of AI tools.
• Ability to set clear expectations and address performance gaps constructively.