Relationship Development & Student Experience Associate

Job Description

Responsibilities

• Proactively connect with students and build strong, genuine relationships.
• Serve as a trusted point of contact for questions, concerns, and guidance.
• Create consistent student touchpoints to identify frustrations or challenges early.
• Help students feel connected to their classes, teachers, and the broader ZBS community.
• Look for ways to continuously improve the overall student experience.

Student Retention & Check-Ins

• Conduct regular student check-in calls.
• Follow up with students who are missing classes, becoming disengaged, considering pausing, or showing signs of potentially leaving.
• Identify retention risks early and take proactive steps to re-engage students.
• Help students find the right class, teacher, schedule, or program fit when appropriate.
• Ensure students understand the value of their continued training.
• Maintain clear notes on student conversations, concerns, preferences, and follow-up items.
• Escalate important concerns to the appropriate team member when necessary.

Class Transfers & Student Support

• Assist students who may need a different class, teacher, or schedule.
• Clearly communicate available options and next steps.
• Coordinate internally to ensure transfers and student transitions are smooth and properly documented.
• Use student support conversations as opportunities to improve satisfaction and retention.

Complaint Resolution

• Listen carefully and empathetically to student concerns.
• Help provide thoughtful and practical resolutions whenever possible.
• De-escalate difficult conversations professionally and respectfully.
• Ensure students feel heard and supported, even when ZBS cannot provide exactly what they are requesting.
• Identify recurring complaints or student concerns and communicate patterns to leadership.

Reviews & Student Feedback

• Encourage satisfied students to share honest feedback and Google reviews.
• Help collect authentic testimonials and student feedback.
• Share meaningful student feedback with the internal team.

Online Community Development

• Help build and manage an online community for current students and alumni.
• Encourage participation, conversation, and engagement.
• Share relevant updates, opportunities, reminders, and community-building posts.
• Help reconnect alumni with ZBS and strengthen their long-term relationship with the studio.
• Ensure the community remains positive, professional, useful, and aligned with ZBS values.

Internal Coordination & Reporting

• Maintain organized records of student conversations, follow-ups, complaints, transfers, and retention risks.
• Provide leadership with regular updates on student sentiment, recurring concerns, and retention opportunities.
• Coordinate with the ZBS team to ensure student issues are addressed consistently and promptly.
• Identify recurring themes that may be affecting student satisfaction or long-term enrollment.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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