Student Support Officer

Student Support Officer (Up to ₱30K | Work From Home | FREE AI Certification)

Cebu (Remote) | Work From Home | 6:30 AM – 3:30 PM | Monday – Friday

You own the day-to-day support experience for learners enrolled in an Australian vocational education and training (VET) provider — running welcome calls, progression check-ins, inbound and outbound support conversations, and case management that keeps students engaged and on track. Your work follows established service standards, communication protocols, and case escalation paths aligned with client expectations.

This is not a passive support role. You operate as the first point of contact for many students, take initiative to reach out proactively rather than wait for issues to escalate, and are trusted to manage your case queue against service level standards. Best suited for professionals who thrive on phone-based communication, value rapport-building with diverse learners, and prefer proactive ownership over reactive ticket work.

You're Likely a Strong Fit If You Have

• 2+ years in customer support, student support, contact center, or a comparable phone-based service role
• Demonstrated comfort and confidence with frequent outbound and inbound phone calls throughout the day
• Hands-on experience managing case queues, CRM records, or ticketing systems against service level standards
• Strong written and spoken English with the ability to build rapport with diverse student cohorts
• Willingness to work 6:30 AM–3:30 PM PH Time aligned with Australian business hours from a stable, quiet home-office setup

Strong Signals

• Prior experience supporting an Australian-based education, training, or professional services organization
• Familiarity with Vocational Education and Training (VET) frameworks or Registered Training Organisations (RTOs)
• Experience using Learning Management Systems (LMS), student information systems, or education CRMs
• Track record of surfacing process improvements in a support environment
• Comfort using AI tools to streamline case triage, follow-ups, and documentation

What You’ll Own

Student Engagement & Communication

You own the student’s day-to-day experience — building rapport, checking in, and providing proactive support at the moments that matter.

• Conduct inbound and outbound calls, including welcome calls and progression check-ins
• Build rapport and provide a positive, supportive experience throughout the learning journey
• Choose the most effective channel — phone, email, or system — based on student needs
• Respond to student enquiries professionally and efficiently

Case Management

You keep the case queue moving and every student interaction properly recorded.

• Manage and prioritise the student case queue against service standards
• Maintain accurate records of student interactions and case updates
• Coordinate with internal teams to resolve enquiries on time
• Escalate cases promptly when required

Proactive Problem Solving

You anticipate friction before it becomes an issue and improve the systems that support students.

• Identify student needs before they become issues and act on them
• Recommend practical improvements to processes and workflows
• Take on additional contributions beyond assigned tasks when capacity allows
• Surface patterns in student enquiries to help the team improve service

About the Company

An Australian-based education and training organisation delivers vocational education, professional development, and management qualifications to students and businesses across the country. Known for accredited program delivery and long-standing industry partnerships, offshore team members work within defined student service standards, established case management workflows, and structured communication protocols aligned with Australian training frameworks.

What This Role Gives You

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor
• Industry-best HMO for 1 dependent + extended dependents (₱200,000 coverage, private room, ₱10,000 meds reimbursement)
• Option to enroll up to 4 additional dependents via salary deduction
• ₱1M life insurance coverage
• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
• Salary loan access (post-regularization)
• Employee discounts, raffles, and Day-1 welcome gift
• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs
• ₱10,000 referral bonus
• Monthly gratitude events, team dinners, and leadership talks

Your Family’s Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)
• Free telemedicine consultations
• Virtual family events and prize opportunities

OUR HIRING PROCESS

What Happens After You Click “Apply”

When you click “Apply,” you’ll be taken to Multiplai Interview Room.

Our AI-powered, self-guided interview experience designed to be fair, flexible, and stress-free. You can start immediately or complete it later at a time that works for you.

What you’ll need:

• Stable internet connection
• Desktop or laptop
• Headset

You’ll answer interview questions at your own pace—no live interviewers, no surprise questions, and no pressure. Once completed, the platform generates an AI-assisted summary of your responses, and one of our recruiters will follow up with the next steps.

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