Academic Support & Student Success Lead

MANCOSA; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

MANCOSA, a DHET registered private higher education provider, seeks an Academic Support Manager in Durban to lead the Academic Support team and ensure a seamless online student learning journey. You will oversee coordinators, manage at-risk interventions and coordinate readiness and onboarding for all intakes.

The role requires strong LMS administration, data analysis, reporting, and excellent communication skills to connect Managers, Programme Leaders and support staff in a student-centered

Qualifications

• 3 years' experience management, online teaching, student support or academic administration in higher education or distance learning.
• Proven experience leading or supervising a team.
• Strong LMS administration, data analysis and reporting skills.
• Excellent communication, conflict-resolution and time-management skills.
• A genuine passion for student success and support.

Responsibilities

• Lead, coach and evaluate a team of Academic Support Coordinators.
• Manage rosters and coverage across omnichannel platforms (e.g. HubSpot, OneStream) and walk-in consultations.
• Drive training and adherence to SOPs for the Online Student Learning Journey (OSLJ).
• Proactively monitor low-, medium- and high-risk students and drive timely interventions.
• Partner with Academic Managers, School Managers and Academic Programme Leaders on intervention plans, escalations and referrals.
• Report on at-risk trends and outcomes to inform institutional improvement.
• Oversee delivery of pre-induction communication, institutional and School/Programme orientation, and readiness checklists across all intakes.
• Identify non-completers and unresolved readiness concerns and refer for support.
• Support intake review and feed lessons learned into future onboarding cycles.
• Oversee quality assurance of digital academic content and recorded webinars.
• Ensure compliance with POPIA and relevant regulatory and quality frameworks.
• Generate management reports and analytics for the Academic Directorate and institutional committees.
• Technical approval of online readiness, as part of quality assurance for every intake.

Skills

Team leadership

Online teaching

Student support

Academic administration

LMS administration

Data analysis

Reporting

Communication

Tools

HubSpot

OneStream

Job description

MANCOSA, a DHET registered private higher education provider, seeks an Academic Support Manager in Durban to lead the Academic Support team and ensure a seamless online student learning journey. You will oversee coordinators, manage at-risk interventions and coordinate readiness and onboarding for all intakes.

The role requires strong LMS administration, data analysis, reporting, and excellent communication skills to connect Managers, Programme Leaders and support staff in a student-centered