Job Summary
- Employer: Astria Learning
- Job Type: Full-time
- Location: Zomba, Malawi
- Category: Student Services
- Closing Date: 2026-10-16
Key Responsibilities
- Serve as the first point of contact for all student inquiries, providing timely and professional responses via Helpdesk, ManyChat, phone, and other communication channels.
- Offer one-on-one support to students on academic processes, platform navigation, and procedural questions, ensuring a smooth and supportive experience throughout their learning journey.
- Track student engagement and academic progress; proactively identify and flag students at risk of falling behind and coordinate appropriate interventions.
- Track and follow up on tuition payments based on term and program. Engage students regarding outstanding payments and escalate unresolved or high-risk cases to the finance team as needed.
- Work collaboratively with academic, finance, and IT departments to resolve student issues efficiently and ensure a unified support experience.
- Support the planning and delivery of virtual orientation sessions, Q&A webinars, and community-building events to improve engagement and retention.
- Guide students to appropriate support channels and tools, including knowledge base articles, FAQs, academic advisors, or technical support.
- Maintain accurate, up-to-date records of all student interactions, inquiries, and support actions in the CRM, Helpdesk, or related systems to ensure full visibility and accountability.
- Collect student feedback to help improve support quality, platform usability, and communication practices across departments.
- Additional responsibilities may be assigned by the supervisor or outlined in internal procedures.
Requirements
- Bachelor’s degree in Education, Student Affairs, Communications, or a related field (preferred)
- At least 2 years of experience in student services, academic advising, or customer support
- Familiarity with digital communication tools and Learning Management Systems (LMS) is a plus
- Excellent communication and interpersonal skills
- Empathetic and student-centered approach to problem-solving
- Ability to multitask and manage time effectively in a remote environment
- Proficient in Google Workspace, Helpdesk platforms, CRM tools, and chatbot systems like ManyChat
- Self-motivated, proactive, and dependable
- Committed to providing a positive student experience and driving retention
How to Apply
Frequently Asked Questions
What qualifications or education do I need to become a Student Success Coordinator in Malawi?
Most employers require a bachelor's degree in education, psychology, social sciences, or a related field. Experience in student affairs, counseling, or academic support services is highly valued. Additional certifications in career guidance or student development can strengthen your application.
What are the typical day-to-day responsibilities of a Student Success Coordinator?
You will monitor student academic progress, identify at-risk students, and connect them with tutoring or counseling resources. You will also organize orientation programs, workshops, and retention initiatives. Regular communication with faculty, parents, and external stakeholders is essential to support student wellbeing.
How does workplace culture in Malawi affect this role?
Respect for hierarchy and formal communication with senior staff is expected in Malawian institutions. Building personal relationships and demonstrating patience are valued traits when supporting students from diverse backgrounds. Punctuality and professionalism are important, though flexibility may be needed during peak academic periods.
What career progression opportunities exist for Student Success Coordinators in Malawi?
With experience, you can advance to senior coordinator, manager of student services, or director of student affairs positions. Some professionals transition into academic advising, institutional research, or higher education administration roles. Pursuing a master's degree can open doors to leadership positions in universities or educational NGOs.
What benefits are typically offered for this type of position in Malawi?
Benefits vary by employer but often include annual leave, sick leave, and medical aid contributions. Some institutions provide pension schemes, professional development allowances, or housing assistance. Private and international institutions generally offer more comprehensive packages than public colleges.
How should I apply for a Student Success Coordinator position, and what do Malawian employers look for?
Submit a tailored CV and cover letter highlighting relevant experience in student support or education. Employers value demonstrated empathy, problem-solving skills, and familiarity with local educational challenges. Include references from academic or professional settings, and prepare for interviews that assess your ability to handle sensitive student situations.