Academic Success Coach / Guide

As an Academic Success Coach / Guide, you'll be the champion in every learner's corner. You're the encouraging voice that reaches out at just the right moment, the guide who helps families navigate their online learning journey with confidence, and the catalyst who transforms uncertainty into achievement, the meaningful connections, the "aha!" moments, the joy of watching learners flourish.This isn't about paperwork or technical assistance. It's about human connection. It's about being there when a parent feels overwhelmed, when a learner needs encouragement, or when a family is taking their first brave steps into online education. Your empathy, warmth, and genuine care will be the difference between a learner who struggles alone and one who thrives with support.In this vital role that directly impacts learner retention and learner success, you'll serve as a lifeline for parents and learners, ensuring learners stay engaged, overcome challenges, and thrive in their online learning journey.What You'll DoProactive Outreach & InterventionReach out proactively to parents/learners via WhatsApp, email, virtual meetings and phone callsPrioritize and connect with learners who need encouragement and supportMonitor and intervene when learners show low engagement and schedule support meetingsBe the friendly problem-solver who helps families overcome obstacles and celebrate winsNew Learner and Family Onboarding and Grade Transition Support Host engaging orientation sessions that make new families feel excited and confidentGuide parents and learners through platform features and support them as they discover their path to successSupport transition from traditional traditional schooling to online learningSupport transition through important milestones (like moving to grade 10) and promote opportunities for learner growth and developmentShare inspiration, resources, and encouragement that empower families to thriveChampion Every Learner’s SuccessBuild genuine relationships with the learners and families in your careSchedule regular check-ins that feel like conversations, not appointmentsCelebrate progress, acknowledge effort, and reignite motivation when it wavers and document outcomesConnect families with the right support at the right time—whether that's academic guidance, technical help, or just a listening ear, and collaborate with other Teneo teams to solve problems that have arisenTrack each learner's journey and ensure no one gets left behindRequired QualificationsWhat We're Looking ForPrevious experience in an education role, preferably in online learning environmentsA natural communicator who connects easily with people from all walks of lifeComfortable with technology and excited to help others navigate digital platformsAble to juggle multiple relationships and priorities with grace and organizationKey CompetenciesEmpathy and active listeningA natural encourager who inspires confidence and motivationA team player - comfortable with cross-functional collaborationSolution-focusedOrganised and proactiveClear written and verbal communication skillsCoaching and mentoring abilitiesCultural sensitivity and inclusivityTools & Systems You'll UseHubSpot: Dashboard for metrics, reporting, and case managementWhatsApp Business: Bulk messaging, templates, and parent communicationZoom: Virtual meetings and orientation sessionsSmart Alerts System: Retention communications and early warning systemsResource library: Onboarding guides, video tutorials, FAQ database, troubleshooting resourcesWhy This Role MattersYou'll be the bridge between struggling learners and their success. Your proactive outreach with learners and families will build real connections that prevent learners from falling through the cracks, guide families to navigate the online learning landscape, help them to feel a sense of belonging and confidence in Teneo, and keep learners on track to achieve their educational goals. This is teaching at its heart: connection, encouragement, and transformation.If you're passionate about student success and making a meaningful difference to Teneo families, have the heart of a coach and the skills of a problem-solver, we'd love to hear from you.How To ApplyPlease submit your CV and a brief cover letter explaining:Your experience in online education or student support rolesAn example of how you've successfully helped a struggling learner or parent find their way to successWhy you're passionate about helping learners succeed in the online environment