Student Support Coach

ABOUT US

Hyperion Dev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers.

We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook), which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap, and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries. We have also partnered with government bodies such as the UK's Department for Education, who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale-up tech business, join us as we play our part in making the world a more stable, safer, and fair place.

The Student Support Coach is passionate about seeing our students succeed in their drive to change into a career in tech. They play an integral role in ensuring the continued success of our fast-growing student base on our coding bootcamps, powered through

In this role, you will deliver high-quality student-facing services that are tailored and responsive to the needs of Hyperion Dev. Involving the day-to-day management of all tickets logged through our ticketing system, categorising all tickets according to type and urgency, facilitating escalations where applicable, and analysing data on tickets to inform product development in order to optimise processes to improve NPS, student retention, graduation rates and overall satisfaction.

The Student Support Coach role responds timely to student inquiries by providing general information, referrals, and advising services across multiple streams of work, including but not limited to student financial support, admissions, tuition, student records, and supports the execution of the Division’s strategy. You will work on a rotating shift pattern, including scheduled Sundays, to support learners across the UK, US, and Australian time zones.

WORKING HOURS AND SHIFTS

This is a shift-based role in a 7-day operation. Rotas include evenings, public holidays, and scheduled Sunday work. Coverage spans the UK, US, and Australian time zones. Typical shifts may include 09:00 - 18:00 SAST, 16:00 - 01:00 SAST for US coverage, and 01:00 - 09:00 SAST for Australian coverage. Rotas are published in advance and may change based on student demand.

Please note that this is a Fixed Term Contract with potential to go permanent.

Student Advising: Provide individualised academic advising to students, helping them navigate course selection, program requirements, and academic policies.

Progress Monitoring: Monitor students' academic progress, attendance, and performance, identifying potential issues and implementing interventions as needed.

Student Support Services
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Serve as a resource for students seeking assistance with academic challenges, personal issues, or logistical concerns, connecting them with appropriate support services and resources.

Retention Strategies: Develop and implement initiatives to improve student retention rates, including outreach programs, workshops, and support groups targeting at-risk students.

Data Management: Maintain accurate records of student interactions, progress reports, and support services provided, utilising data to inform decision-making and program…