Customer Specialist (Re-engagement Manager)

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
We are a global team, united by our desire to connect diverse people with common values for boldr impact.
We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

Meaningful connections start with AUTHENTICITY
We do our best work by being CURIOUS
We grow by remaining DYNAMIC
Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As the Student Re-engagement Manager, you will be responsible for identifying and reaching out to extended students who dropped from the program. Your primary objective will be to reengage these students and provide guidance to support their successful return to the extended course. You will act as an advocate for students, offering personalized assistance and support throughout the re-entry process.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Identify and contact extended students who dropped out of the program to understand the reasons for their departure.
Develop personalized re-engagement strategies for each student, addressing their specific concerns and needs.
Act as the primary point of contact for dropped students, providing ongoing support and guidance during the re-entry process.
Collaborate with the Student Success team to develop initiatives that improve student retention and reduce drop rates in the extended course.
Maintain accurate records of re-engagement efforts and student interactions, ensuring timely follow-ups and documentation.
Provide information about resources, academic support services, and financial aid options to facilitate the re-entry process.
Assist students in completing necessary paperwork and enrollment procedures to re-enroll in the extended course.
Collaborate with other departments, including Finance and Academic Advising, to ensure a smooth transition for re-entering students.
Monitor students' progress upon re-entry, identifying potential challenges, and providing proactive support to enhance their success.
Share insights and feedback with relevant teams to continuously improve the re-engagement process and overall student experience.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! #beboldr

An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction.
Self-starter, motivated, and results-driven
Possesses an innate ability to connect with people and energizes them to push forward, even when encountering obstacles or pushback.
Ability to function effectively in a fast-paced environment and quickly learn new skills to meet the organization’s needs
Organized and detail-oriented. Always up-to-date in documentation and record creation

YOU HAVE…

1-2 years of customer service experience, sales, or any client/customer-facing position
Bachelor's degree in a relevant field or equivalent work experience.
Proven experience in academic advising, student success management, or a related field.
Strong interpersonal skills and the ability to build rapport and trust with students from diverse backgrounds.
Excellent communication skills, both written and verbal, to provide clear and empathetic support to students.
Familiarity with higher education systems and procedures, including enrollment processes and academic policies.
Ability to work independently and take initiative in re-engaging dropped students.
Highly organized with strong time management skills to handle multiple re-engagement efforts simultaneously.
Previous experience with re-engagement initiatives or retention programs is a plus.
Passion for helping students succeed and dedication to providing outstanding support.
Preferred behavioral elements: adaptability, resilience, resourcefulness, enthusiasm, and meticulousness.