Student Success and Data Specialist

Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

At Risepoint, we partner with leading universities to launch and grow high-quality, affordable, workforce-relevant online programs that help more students advance their careers and meet the needs of employers and communities. Our Australia-based team is passionate about student success, institutional partnership, and innovation in online education. 

Job Summary:

The Student Success team plays an important role in advancing our mission and delivering high quality services to our partners and students. Our purpose is to create meaningful connections with students that lead to increased retention and successful outcomes.

The Student Success and Data Specialist  plays a critical dual role in supporting the success of online learners. The role focuses on two core areas:  Data hygiene and reporting: Ensuring data integrity across internal and partner systems to support efficient operations and informed decision-making. Student outreach and support: Executing proactive, data-informed outreach strategies to engage, support, and retain students through their learning journey. You will be the first point of contact for students, while also acting as a data steward—enabling high-impact support through clean, timely, and actionable data. 

Key Duties & Responsibilities:

Student Support & Outreach

• Deliver high-volume, high-quality student outreach based on predictive analytics to drive retention and persistence. 

• Provide timely, proactive support across the student lifecycle—from orientation to graduation—resolving queries and coaching students to success. 

• Monitor academic engagement and flag at-risk students for early intervention using data-informed triggers. 

• Conduct outbound calls, respond to inbound queries, and guide students through enrolment, navigation, and escalation processes. 

• Maintain comprehensive and accurate case notes in the CRM, ensuring service levels and response times are met. 

• Help students understand and access support services including counselling, academic advising, learning support, and financial assistance. Collaborate with academic and professional staff to resolve complex student issues and ensure continuity of support.

Data Management & Hygiene

• Maintain, audit, and reconcile student records between Risepoint’s CRM and university partner systems.

• Validate, clean, and standardize data from multiple sources to ensure consistency and reliability.

• Investigate and resolve data discrepancies in collaboration with internal teams and external partners. Analyse student engagement and performance data to identify trends, risks and opportunities.

• Develop hypothesis and conduct root cause analysis to explain metric changes or emerging patterns.

• Translate complex data into clear, actionable insights through compelling narratives and visualizations.

• Collaborate with team leaders and stakeholders to understand data needs and deliver regular performance and engagement reports.

• Provide insights that inform strategic planning and enhance student support services.

• Recommend and implement data-driven process improvements to boost service quality, efficiency, and scalability.

Job Qualifications:

• Bachelor's degree required.

• Minimum 3 years of experience in student support, contact centers, customer service or education services roles.

• Strong data accuracy and administration skills, ideally with experience in CRM or student information systems.

• Ability to work in a fast-paced environment, excellent problem-solving and decision-making abilities.

• Excellent interpersonal and communication skills with a genuine desire to support learners. 

• Highly organized with strong attention to detail, and able to manage competing priorities. 

• Comfortable handling a high volume of outreach activity, particularly during assessment periods. 

• A growth mindset and a collaborative, solution-focused approach. 

• Demonstrated ability to manage personal and sensitive conversations with empathy, discretion, and confidence, ensuring student trust and psychological safety.

• Must reside in Australia.

• Preferred Qualification: Mental Health First Aid Certified

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Risepoint is an equal opportunity employer and supports a diverse and inclusive workforce

This role is eligible for comprehensive benefits

Personal and Professional Development:

• Continuous Professional and Leadership Development Programs
• Tuition Reimbursement for employees and their dependents