Academic Success Coach / Guide

As an Academic Success Coach / Guide, you'll be the champion in every learner's corner. You're the encouraging voice that reaches out at just the right moment, the guide who helps families navigate their online learning journey with confidence, and the catalyst who transforms uncertainty into achievement, the meaningful connections, the "aha!" moments, the joy of watching learners flourish.

This isn't about paperwork or technical assistance. It's about human connection. It's about being there when a parent feels overwhelmed, when a learner needs encouragement, or when a family is taking their first brave steps into online education. Your empathy, warmth, and genuine care will be the difference between a learner who struggles alone and one who thrives with support.

In this vital role that directly impacts learner retention and learner success, you'll serve as a lifeline for parents and learners, ensuring learners stay engaged, overcome challenges, and thrive in their online learning journey.

• Reach out proactively to parents/learners via WhatsApp, email, virtual meetings and phone calls
• Prioritize and connect with learners who need encouragement and support
• Monitor and intervene when learners show low engagement and schedule support meetings
• Be the friendly problem-solver who helps families overcome obstacles and celebrate wins

• Host engaging orientation sessions that make new families feel excited and confident
• Guide parents and learners through platform features and support them as they discover their path to success
• Support transition from traditional traditional schooling to online learning
• Support transition through important milestones (like moving to grade 10) and promote opportunities for learner growth and development
• Share inspiration, resources, and encouragement that empower families to thrive

• Build genuine relationships with the learners and families in your care
• Schedule regular check-ins that feel like conversations, not appointments
• Celebrate progress, acknowledge effort, and reignite motivation when it wavers and document outcomes
• Connect families with the right support at the right time-whether that's academic guidance, technical help, or just a listening ear, and collaborate with other Teneo teams to solve problems that have arisen
• Track each learner's journey and ensure no one gets left behind

• Previous experience in an education role, preferably in online learning environments
• A natural communicator who connects easily with people from all walks of life
• Comfortable with technology and excited to help others navigate digital platforms
• Able to juggle multiple relationships and priorities with grace and organization
• Empathy and active listening
• A natural encourager who inspires confidence and motivation
• A team player - comfortable with cross-functional collaboration
• Solution-focused
• Organised and proactive
• Clear written and verbal communication skills
• Coaching and mentoring abilities
• Cultural sensitivity and inclusivity

• HubSpot: Dashboard for metrics, reporting, and case management
• WhatsApp Business: Bulk messaging, templates, and parent communication
• Zoom: Virtual meetings and orientation sessions
• Smart Alerts System: Retention communications and early warning systems
• Resource library: Onboarding guides, video tutorials, FAQ database, troubleshooting resources

You'll be the bridge between struggling learners and their success. Your proactive outreach with learners and families will build real connections that prevent learners from falling through the cracks, guide families to navigate the online learning landscape, help them to feel a sense of belonging and confidence in Teneo, and keep learners on track to achieve their educational goals. This is teaching at its heart: connection, encouragement, and transformation.

If you're passionate about student success and making a meaningful difference to Teneo families, have the heart of a coach and the skills of a problem-solver, we'd love to hear from you.

Please submit your CV and a brief cover letter explaining:

• Your experience in online education or student support roles
• An example of how you've successfully helped a struggling learner or parent find their way to success
• Why you're passionate about helping learners succeed in the online environment