Student Support Officer : Crescent Bay College

Position type: Full-time, permanent

Hours: 40 hours per week, Monday–Friday

Pay:$18.25 – $20.00 per hour, depending on experience

Work location: In person, 525 Dunsmuir Street, Vancouver BC.

Crescent Bay College is seeking a Student Support Officer to serve as the primary point of contact between our student body and the academic administration. This is a front-line, high-contact position: you will speak with dozens of students each day, track their progress against attendance and coursework requirements, and intervene early when someone is falling behind.

The role suits someone who is organized enough to keep meticulous records and warm enough that students actually want to pick up the phone. Success is measured in retention — students who stay enrolled, stay compliant, and complete their programs.

Key Responsibilities

Student Engagement and Retention

- Execute a high volume of outbound calls daily to check in on students, monitor academic progress, and identify barriers to attendance.
- Motivate and encourage students who are hesitant to attend scheduled live classes or engage with self-paced materials.
- Conduct structured welfare and progress check-ins with students flagged as at risk, and document the outcome of each conversation.
- Deliver onboarding calls to new intakes, walking students through timetables, platform access, and attendance expectations.
- De-escalate tense situations over the phone, maintaining a positive and skilled tone at all times.
- Refer students to internal or external services — academic advising, financial support, counselling — where needs fall outside the scope of this role.

Administrative and Compliance Duties

- Maintain accurate,



highly detailed daily communication logs for every student interaction in the student management system.
- Track compliance deadlines meticulously, with particular focus on at-risk students and those failing to meet strict attendance requirements.
- Monitor attendance reports daily and trigger the appropriate intervention stage — reminder, formal warning, escalation — within required timeframes.
- Draft professional daily email reminders and manage WhatsApp broadcast lists for urgent cohort updates.
- Prepare weekly summaries of engagement activity, at-risk caseloads, and intervention outcomes for the Compliance Manager.
- Maintain accurate student records and ensure all documentation is audit-ready and compliant with institutional and regulatory requirements.
- Escalate complex academic, financial, or disciplinary disputes directly to the Compliance Manager.

Technical Support

- Guide frustrated students through basic technical troubleshooting, such as resolving Moodle login errors or Google Meet connectivity issues.
- Reset access credentials, verify enrolment status in the LMS, and confirm students can reach their course materials.
- Escalate unresolved technical faults to IT with clear, reproducible detail.
- Produce and maintain simple how-to guides that reduce repeat support requests.

Qualifications and Skills

Required

- Proven background in customer service,



educational administration, or a high-volume call environment.
- Strong technical aptitude, with the ability to quickly learn and support Learning Management Systems and virtual communication platforms.
- Excellent written and verbal communication skills, paired with the emotional intelligence to handle difficult conversations.
- High attention to detail for precise data entry and regulatory compliance tracking.
- Proficiency with email, spreadsheets, and standard office software.
- Ability to manage a full caseload, prioritize competing deadlines, and work independently.
- Discretion in handling confidential student information.

Preferred

- Prior experience in a college, training provider, or other regulated education setting.
- Hands-on experience with Moodle, Google Workspace, or a comparable CRM or student management system.
- Familiarity with attendance monitoring or student compliance frameworks.
- Additional language skills relevant to our student population.

What Success Looks Like In the first 90 days, you will be handling a full caseload independently, maintaining complete and timely contact logs, meeting daily outbound call targets, and resolving routine technical queries without escalation.

Working Conditions

- On-site role; remote work is not available for this position.
- Desk-based with sustained phone and computer use throughout the day.
- Occasional evening or weekend hours may be required around intake and assessment periods.

How to Apply Submit a resume and brief cover letter. Applications will be reviewed on a rolling basis until the position is filled.

Pay: $18.25-$20.00 per hour

Expected hours: 40.0 per week

Work Location: In person

📌 Student Support Officer (Vancouver)
🏢 Crescent Bay college
📍 Vancouver