Student Journey & Membership Coordinator

Platinum Outsourcing is one of Australia's fastest growing companies, we are a co sourcing BPO – operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago, currently a global team of 250, we have plans to expand to 500+ employees over the next 3 years.

Our client is a leading Australian education platform and online school dedicated to transforming the way their students approach the financial markets.

The role will help create a high-touch, premium experience where students feel supported, informed, and connected at every stage of their journey — without losing the structure and operational discipline required to scale properly.

Purpose of the role is to lead and deliver a premium student and membership experience across onboarding, active study, Academy participation, and ongoing support.

This role is also responsible for helping students navigate the organisation's ecosystem with clarity and confidence while ensuring operational processes remain organised, consistent, and scalable as the company grows.

This role supports the full student and member lifecycle across onboarding, active study, Academy participation, and retention. The focus is creating a premium, high-touch experience while helping the organisation scale without losing the human side of support.



Responsibilities

Student & Member Journey Support

• Act as a key point of contact for student and member support across email, calls and Academy platforms
• Deliver calm, clear, high-quality customer service across all stages of the student journey
• Support students with platform navigation, schedules, recordings, onboarding, and general guidance
• Ensure students feel supported, informed, and confident throughout their experience
• Escalate complex issues appropriately while maintaining ownership of the customer experience

Onboarding & Retention

• Oversee and support the onboarding experience for new students across the critical early stages of their journey
• Ensure onboarding feels structured, supportive, and confidence-building from enrolment through early course participation
• Help create a low-friction onboarding experience that improves engagement, retention, and long-term student success
• Support platform setup, access, orientation, and Academy navigation
• Help create a smooth transition from courses into ongoing Academy Membership
• Conduct student feedback and experience collection during offboarding stages
• Identify recurring student friction points and improvement opportunities
• Help retain students within the MtM ecosystem through clear communication, guidance, and ongoing support

Operations & Coordination

• Coordinate operational support across courses, educators, and Academy systems
• Ensure live call links, recordings, access updates, and cohort allocations are accurate and organised
• Maintain clean operational records and follow lifecycle processes consistently
• Support communication flow between educators, operations, and student support

Offboarding, Feedback & Retention

• Support students through the completion of their course journey with a structured and professional offboarding experience
• Conduct student feedback and experience collection during offboarding stages
• Identify common themes, friction points, and improvement opportunities from student feedback
• Support transition conversations from courses into ongoing Academy Membership
• Help retain students within the organisation's ecosystem through clear communication, guidance, and ongoing support
• Ensure students understand their next steps, access changes, and continued learning opportunities within Academy
• Escalate retention risks, concerns, or unresolved student experience issues where required

Systems, Process & Continuous Improvement

• Identify recurring student pain points, inefficiencies, and support gaps
• Contribute to improving onboarding, support processes, templates, FAQs, and documentation
• Help build scalable systems that maintain a high-touch customer experience as MtM grows
• Assist in developing structure and operational consistency across the student experience team

What we are looking for

• Strong customer service or member experience background
• Exceptional written communication and attention to detail
• Calm, empathetic, highly organised, and solution-focused
• Comfortable operating in fast-moving environments with evolving systems
• Strong ownership mindset and ability to work independently remotely
• Someone who genuinely cares about people and experience quality

Highly Regarded:

• Experience in customer service, memberships, online education, onboarding, or retention roles
• Experience working with communities, educators, or digital platforms
• Familiarity with Circle, Zoom, Hubspot, or operational workflows
• Experience helping build or improve support systems and processes
• Leadership potential with interest in eventually helping manage people or processes as the department grows