Student Support Team Leader/Student Success Manager

Confidential Company

About Us

Alpha Technical Training (ATT) is a rapidly growing Australian RTO on a mission to transform vocational education. We deliver blended learning solutions that give tradespeople across Australia the skills and licenses they need – without the traditional limitations of classroom-based learning. As we expand, we’re looking for a Student Support Team Lead (also known as a Student Success Manager) to lead our remote support team, improve the student journey, and help our learners succeed – especially in an online-first environment.

Your Role

You will be responsible for leading, training, and managing our student support officers to ensure our students receive exceptional service, stay engaged throughout their learning journey, and progress through their courses successfully. This is a strategic and hands-on role that requires leadership, system thinking, and empathy.

Key Responsibilities

• Lead and coach a remote team of student support officers.
• Develop SOPs, scripts, and escalation processes for support.
• Track student progress and proactively reach out to those falling behind.
• Build and maintain a student success dashboard using tools like Excel, Airtable, or CRM platforms.
• Oversee onboarding, orientation, and regular check-ins with students.
• Ensure timely responses to student queries via email, phone, and chat.
• Collaborate with trainers and admin teams to resolve academic or compliance-related issues.
• Gather student feedback and drive continuous improvement initiatives.
• Report monthly on student satisfaction, retention, and support metrics.