Student Support Concierge

Kentucky State University

Student Support Concierge serving as a primary point of contact for online students, providing personalized support and academic guidance throughout the student lifecycle.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesEntry LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in student support and academic advising, with a strong focus on relationship building, proactive communication, and resource coordination to enhance student engagement and success in an online learning environment.

Highest-signal resume keywords

Bachelor's DegreeCustomer Service ExperienceAcademic Advising PrinciplesKnowledge of FERPAProficiency with Microsoft Office Suite

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Student Services KnowledgeAcademic AdvisingEnrollment ProcessesMonitoring Academic ProgressProblem-SolvingTime ManagementAttention to DetailAnalyzing Student Needs

Soft Skills

Excellent Communication SkillsRelationship-Building AbilitiesOrganizational Skills

Tools & Technologies

Student Information SystemsCustomer Relationship Management SoftwareVirtual Communication Platforms

Industry Keywords

Higher EducationStudent RetentionOnline LearningDiverse PopulationsConfidentiality

About the role

Key responsibilities & impact

The Student Support Concierge serves as a primary point of contact for online students, providing personalized support, academic guidance, and resource coordination throughout the student lifecycle.
The position is responsible for assisting students with enrollment and registration processes, monitoring academic progress, connecting students with appropriate university resources, and promoting student persistence and success.
Through proactive communication and relationship building, the Student Support Concierge helps ensure students remain engaged and supported while pursuing their educational goals in an online learning environment.
Serve as the primary student support contact for assigned online students throughout their academic experience.
Build positive and supportive relationships with students through regular outreach via phone, email, video conferencing, and other communication platforms.
Assist students with course registration processes, registration requirements, and enrollment-related questions.
Provide academic advisement regarding course selection, degree progression, academic policies, and available educational opportunities within established institutional guidelines.
Monitor student academic performance, engagement, and progress toward degree completion, identifying students who may benefit from additional support or intervention.
Proactively communicate with students experiencing academic, personal, or administrative challenges and connect them with appropriate university resources.
Refer students to campus offices and support services, including Financial Aid, Registrar, Student Accounts, Academic Support Services, Disability Services, Counseling, Career Services, and other institutional resources as appropriate.
Maintain accurate, timely, and confidential student records in accordance with university policies and applicable federal and state regulations, including FERPA.
Document all student interactions and maintain detailed case notes using designated student information systems and customer relationship management platforms.
Respond promptly and professionally to student inquiries while maintaining a high standard of customer service.
Collaborate with faculty, academic departments, and university offices to resolve student concerns and improve the student experience.
Communicate trends, concerns, and recommendations to the Student Support Concierge Manager to support continuous improvement of student services.
Participate in training, professional development activities, departmental meetings, and university initiatives.
Support student retention, persistence, and graduation efforts through consistent engagement and individualized support.
Maintain knowledge of university policies, academic programs, student services, and online learning resources.
Perform other duties as assigned.

Requirements

What you’ll need

Bachelor's degree from an accredited college or university.
One (1) year of experience in customer service, student services, academic advising, higher education, or a related field.
Experience working with diverse populations and providing high-quality customer service is preferred.
Knowledge of student services, academic advising principles, and higher education practices.
Knowledge of FERPA and the importance of maintaining student confidentiality.
Excellent verbal, written, and interpersonal communication skills.
Strong customer service and relationship-building abilities.
Ability to manage multiple priorities while maintaining attention to detail and accuracy.
Strong organizational, problem-solving, and time management skills.
Ability to work independently while collaborating effectively with faculty, staff, and university partners.
Ability to analyze student needs and recommend appropriate resources and solutions.
Proficiency with Microsoft Office Suite, virtual communication platforms, student information systems, customer relationship management software, and other technology used to support online student success.

Benefits

Comp & perks

Work is primarily performed in an office or home-office environment using computers and standard office equipment.
Occasional travel to campus or other university locations for meetings, training, or university events may be required.