Student Services Specialist ; Online Student Success Coach

Department:

Location:

Belknap Campus Time Type:
Full time Worker Type:
Regular Job Req : R109184

Minimum Requirements:

Bachelor's degree in a related field or an equivalent combination of education and experience. Grade 3 (Hourly)

The Online Learning Team of the Delphi Center for Teaching and Learning at the University of Louisville is hiring two Online Student Services Specialists, who will serve as student success coaches. This is a full-time position with a 37.5-hour regular workweek. Working hours will be scheduled as a combination of weekdays, evenings and Saturdays based on business needs to support online student engagement and service delivery.

This position’s team is based on the Belknap Campus; however, this job is primarily remote. The selected candidate should reside in or near Louisville, KY, as occasional on-campus attendance will be required for intermittent training, departmental meetings and in-person collaboration. The Student Services Specialist is the primary point of contact for undergraduate students in the University of Louisville’s online programs, partnering with them throughout their academic journey to support persistence, completion and overall success.

This role involves providing personalized coaching, guidance and resources to enhance student experience, while fostering a sense of belonging and community. The Specialist builds strong relationships with students, monitors progress and connects them with academic and support services to ensure they have the tools and support needed to meet their academic goals. The ideal candidate demonstrates a student-centered approach, strong communication skills and the ability to collaborate across departments.

Providing personalized support to online students, collaborating with academic and support units to connect students with necessary resources, promoting a sense of belonging and community for online learners, tracking communications and identifying trends, supporting continuous improvement efforts and maintaining institutional knowledge and training and mentoring new Student Services Specialists.

Provide personalized support to a caseload of online students by serving as a reliable point of contact, maintaining regular communication through email, phone, or virtual platforms, and offering one‑on‑one coaching to help them set goals, develop time management skills, navigate challenges and achieve academic success. Identify at‑risk students and implement proactive interventions to address barriers, collaborating with academic and support units to connect them to resources such as advising, tutoring, career services, financial aid and mental health support, ensuring access to tools that promote persistence and degree completion.

Implement student engagement strategies that promote participation in the online learning community and strengthen connection to the institution and build a sense of belonging. Maintain accurate student records and understanding of university policies, student support services, and online program requirements. Provide feedback on student needs and experiences to support continuous improvement and student success objectives. Contribute to onboarding, training, and ongoing peer mentoring to ensure consistent coaching practices across the team.

• Experience in higher education student services or student success roles supporting student coaching, advising or retention initiatives.
• Experience working with online students or in an online education setting.
• Familiarity with student information systems (e.g., People Soft), learning management systems (e.g., Blackboard) and customer relationship management systems.
• Strong interpersonal and communication skills.
• Knowledge of student success strategies, student-centered support practices and caseload management.
• Proficiency in Microsoft Word, Excel, and Office 365.

• Relationship Building & Student Engagement
  - Build trust, rapport and ongoing engagement with students to support motivation, retention and a sense of connection to the institution.
• Student Support…