Student Support Officer Crescent Bay College

Location:
Vancouver, BC (on-site)

Job type
Full time, permanent Hours: 37.5 hours per week, Monday to Friday, 9:00 am to 5:00 pm (with a 30-minute lunch break), with class-time coverage as scheduled Pay: $18.25 to $20.00 per hour, based on experience

Benefits:
Health benefits after the 3-month probation period Reports to: Compliance Manager Start date: As soon as possible About Crescent Bay College Crescent Bay College is a private post-secondary college in British Columbia. Our students learn through Moodle and live online classes, and our Student Support team keeps every student attending, engaged and supported. You'll join a small team working closely with the Compliance Manager and the IT & Moodle Officer. Purpose of the role The Student Support Officer is the first point of contact for our students. You make sure classes run smoothly, every student's attendance and activity is tracked, students who fall behind are followed up quickly, and every interaction is recorded so the college stays compliant and audit-ready.

Key responsibilities
1. Class support (every class)
- Send the class reminder and link to the whole batch 15 minutes before each class, by email and WhatsApp.
- Take attendance for every student and record it in Moodle the same day.
- Support the class flow: make sure students and instructors can join on time, fix simple access problems, and pass technical issues to IT right away. 2. Student communication (daily)
- Reply to every student email, call, voicemail and WhatsApp message by the end of the day.
- Contact every absent student the same day, and flag repeat absences to the Compliance Manager.
- Make a personal call to every student in your assigned batches each week, followed by a recap email with next steps.
- Send attendance and academic warning emails when needed, and keep pre-termination checklists up to date. 3. Monitoring and records (daily and weekly)




- Review Moodle activity and login records for your assigned intakes, and update the activity trackers.
- Log every call, email and message in the CRM.
- Every Monday, update each student's category (Green / Yellow / Red) and send the update to the Compliance Manager.
- Keep the no-answer tracker current: students who never answer, who answered before but haven't acted, or who have stopped responding. This list is shared with agents for follow-up.
- Take part in the weekly at-risk student review and follow up with students below the attendance or activity threshold. 4. Escalation and compliance
- Escalate refunds, withdrawals, StudentAid BC questions, complaints and agent issues to the Compliance Manager the same day, with a short written summary.
- Keep student records accurate, complete and confidential, ready for audit at any time. 5. Intakes and team
- Help set up student lists and trackers for each new intake, and confirm every new student has received their welcome and login emails.
- Complete a daily report of your work and routine checks in the team tracker.
- Attend the weekly team stand-up and regular staff training. How success is measured
- Every class has its reminder sent and attendance recorded the same day.
- No student message is left unanswered at the end of the day.
- Every absence is followed up the same day.
- Every student in your batches is contacted weekly, and every contact is logged in the CRM.
- Category updates go out every Monday by 12 pm.
- Daily reports are complete, and routine checks are consistently marked done. What we're looking for




- Excellent spoken and written English, and a clear, professional phone manner.
- Comfortable making a high volume of calls and following up persistently and politely.
- Strong organization and attention to detail.
- Confident with Google Sheets or Excel, email and messaging tools.
- Able to handle sensitive student information confidentially.
- Calm and empathetic with students who are struggling, with sound judgment about when to escalate.
- Reliable, punctual and self-directed with daily routines. Nice to have
- Experience in student services, admissions, customer service or a call centre.
- Experience with Moodle or another LMS, or with a CRM.
- Familiarity with BC private post-secondary institutions or StudentAid BC.
- Additional languages.

What we offer

- $18.25 to $20.00 per hour, based on experience.
- Full-time, permanent position (37.5 hours per week).
- Health benefits after the 3-month probation period.
- Hands-on training in student support, compliance and our systems.
- A small, supportive team where your work makes a visible difference.
- Room to grow as the college expands.

How to apply
Apply through Indeed with your resume and a short note about why you'd be a good fit for student support. Shortlisted candidates will be contacted for an interview. Crescent Bay College is an equal-opportunity employer. We thank all applicants; only those selected for an interview will be contacted. Pay: $18.25-$20.00 per hour Expected hours: 37.5 per week Ability to commute/relocate:
- Vancouver, BC V6B 1Y4: reliably commute or plan to relocate before starting work (preferred) Application question(s):
- How would you follow up with a student who has missed two classes and isn't answering calls?

Experience:
- customer service or student services: 1 year (preferred) Language:
- English (preferred) Work

Location:
In person

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