Role Overview

The StudentCare Team Lead manages the day-to-day running and development of a StudentCare team while delivering high-quality student support, coaching colleagues, and managing team performance. The role is based in Gardens, Cape Town, in office, for 37.5 hours per week across five days from Monday to Saturday.

Responsibilities

Lead the day-to-day running and development of the StudentCare team.
Serve as the first point of contact for student queries by email and phone.
Facilitate enrolment and host online orientations.
Provide technical support and troubleshoot platform-related issues.
Conduct regular one-to-one calls covering study planning, revision, exam preparation, encouragement, and guidance.
Handle the first level of student complaints and coordinate with relevant teams.
Coach colleagues, support KPI reporting, maintain consistency, and improve StudentCare processes.
Support the Head of Education in delivering high-quality student support across the South African office.

Requirements

Experience leading or supervising a student-support, customer-support, education, or service team.
Strong written and verbal communication and confidence supporting people by email and phone.
Ability to coach colleagues, manage performance, handle complaints, and maintain consistent service quality.
Organised, calm, solutions-focused, and comfortable with reporting and online systems.
Comfortable working 37.5 hours per week across five days between Monday and Saturday, from 08:00 to 18:30.