Student Support Manager (m, f, d)

Temporary, Full-time · Berlin

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Your Responsibilities
Position Overview:

The Student Support Manager (SSM) plays a pivotal leadership role in ensuring a seamless and supportive transition for students from deposit payment to successful registration (enrolment). The SSM leads a team of Student Support Officers and is responsible for overseeing the delivery of clear, proactive, and personalised guidance to all incoming students. This includes support with visa applications, blocked bank accounts, accommodation arrangements, flight bookings, suitability and internal interview preparation, and campus registration.
 
By ensuring structured, step-by-step assistance and maintaining quality oversight, the SSM enhances the student onboarding experience, ensuring students arrive on time, well-informed, and fully prepared to begin their academic journey at BSBI.

Key Responsibilities:

•Deliver consistent and high-quality support.
•Act as the primary escalation point for complex student cases and ensure timely resolution.
•Ensure all student support processes align with institutional goals and compliance standards.
•Oversee and support the liaison between Sales Advisors and students post-deposit confirmation.
•Monitor the student journey from payment to enrolment, ensuring all key milestones are met.
•Guide students through the entire pre-arrival journey, including:
 - Conduct webinars to guide and engage prospective and newly admitted students through the onboarding process.
•Assist the Sales Team by driving student engagement and increasing conversion and retention rates.
•Act as a bridge between the payment stage and final enrolment, ensuring seamless coordination and timely follow-up.
•Ensure accurate and timely documentation of all interactions in Salesforce.
•Collaborate with Admissions and Student Services to enhance onboarding strategies and outcomes.
•Contribute to strategic planning and feedback loops to continually improve the student onboarding experience.
Your profile
•Exceptional interpersonal and communication skills.
•Organised, detail-oriented, and capable of managing multiple priorities.
•Proactive, empathetic, and student-focused approach.
•Excellent problem-solving and conflict-resolution abilities.
•Professionalism and discretion in handling sensitive student data.
•Proficiency with CRM systems, ideally Salesforce.
 
Qualifications and Experience:

•Bachelor’s degree
•Experience conducting student engagement events or onboarding webinars is an advantage.
Why us?
As a Student Support Manager at BSBI, you will be directly impacting the student’s success and satisfaction. You will shape how students experience their first interactions with BSBI and ensure they feel confident, supported, and welcomed. This role offers a dynamic and rewarding opportunity to contribute to the growth of a world-class institution committed to excellence, empathy, and impact.

What we offer:

• Varied tasks in a great team atmosphere 
• Working with colleagues from many countries and different backgrounds   
• Working independently on a variety of challenging and diverse projects 
• Participation in numerous on and off-campus events in the field of culture, business and science within a great network of organisations
• Working from a modern, brand-new campus in Alte Post in the heart of the Neukölln district
• Room for sharing your own ideas and their implementation
• Up to 30 days’ annual leave per year (starting at 27 plus 1 accrued for every completed year)
• Flexible working hours
• Attractive salary
About us
BSBI is part of GUS Germany GmbH (GGG), a dynamic network of higher education institutions with more than 15,000 students at locations in Germany, Europe and beyond.
We prepare students for impactful global careers, providing accessible and quality education to cultivate future industry leaders. With a focus on enterprise, leadership, and success, our programmes empower students with an entrepreneurial mindset to lead and succeed, fostering an inclusive, innovative, and supportive learning environment. Our mission is to shape the future by nurturing exceptional talent and driving positive change in the competitive international business world. 
Explore https://www.berlinsbi.com/ for more information about us!
Über uns
BSBI is part of GUS Germany GmbH (GGG), a dynamic network of higher education institutions with more than 15,000 students at locations in Germany, Europe and beyond.
We prepare students for impactful global careers, providing accessible and quality education to cultivate future industry leaders. With a focus on enterprise, leadership, and success, our programmes empower students with an entrepreneurial mindset to lead and succeed, fostering an inclusive, innovative, and supportive learning environment. Our mission is to shape the future by nurturing exceptional talent and driving positive change in the competitive international business world. 
Explore https://www.berlinsbi.com/ for more information about us!
We are looking forward to hearing from you!
Thank you for your interest in Berlin School of Business and Innovation GmbH. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to bsbi.recruitment@berlinsbi.com 
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