Success Coach - Contractor

Job Description
This is a contractor role for January-May 2024.
Role Overview:
Chegg Skills is a career accelerator focused on increasing graduates tech skills and transitioning graduates into tech careers. One of our newest programs, Technology Fundamentals aims to equip students who have never had a digital job to learn the fundamental skills needed to be competent and literate digital professionals. At the conclusion of this program, students will confidently and effectively leverage digital workplace tools and complete typical professional workplace tasks.
As a Student Success Coach, you'll engineer solutions through a high-touch approach acting as a mentor and partner in getting students unblocked through standard tech support and troubleshooting. You'll engage students to set expectations, evaluate their progress throughout the program, create an environment of accountability towards goals, and resolve any issues encountered on the way to graduation. Ultimately, your success is measured by your students' progress and retention while at Chegg Skills, achieved by the processes and best practices you create to achieve results at scale.
Responsibilities

• Manage a caseload of first-time digitial students from orientation through graduation and provide high-touch support to keep them progressing through the program
  
• Use dashboards and student progress and retention data to strategically identify students requiring the most support from a large roster of active students
  
• Drive student success by determining what is blocking them from moving forward, being available to provide tech support, resolving conflicts, motivational coaching, and gauging additional needs
  
• Manage one-on-one communications with students through emails, text messages, and video
  
• Manage virtual one-to-one office hours, orientations, and other group sessions as needed
  
• Troubleshoot basic technical questions for individuals learning how to work on a computer
  
• Evaluate and support student progress and resolve issues that impact their success
  
• Identify and propose communications, trainings, feature requests, and curriculum improvements and coordinate with the relevant team for implementing changes
  
• Approach the role with a high-touch mentality, encouraging frequent interaction with students and working with them to a full resolution of any issues through to graduation
  

Requirements

• Availability to work during PST hours of 10AM-6PM
  
• Genuinely excited about supporting adult students who are taking charge of their own education and striving for better careers
  
• Excellent written and verbal communication
  
• Driven self-starter
  
• Ability to manage multiple competing priorities in a fast-paced environment while efficiently managing multiple processes. The ability to seamlessly organize and track outreach efforts for each group is essential for success in this role.
  
• Experience and passion for active listening, explaining basic concepts to individuals through step by step instructions , and motivating others to action
  
• Develop instructional videos, providing a structured approach to resolving queries
  
• Compassionate approach focused on creating a supportive environment for students
  
• Creativity, flexibility, and innovation in day to day problem solving
  
• 2-3 years of basic technical skills (Google suite and Microsoft Office)
  
• Previous frontline experience with Adult Learners, Sales, Customer Support, or teaching preferred
  
• Proficient in analyzing data
  
• ZenDesk experience a plus
  

#LI-Remote
Why do we exist?
Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we've expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.
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Chegg is an equal opportunity employer
United States Remote: This is a remote position which may be performed anywhere in the United States.