Student Experience Officer

The Opportunity

At Lumify, we help people transform their careers through technology education, whether they're changing careers, upskilling or entering the tech industry for the first time.

This role is based in Manila and is the first point of contact for our students, working closely with our Australian team to support enrolments, course progress and everyday queries. You'll keep our learner management system accurate and up to date, playing an important part in how our students experience Lumify from day one.

This role is supported by Jira for logging and tracking enquiries and tasks, along with an AI-assisted tool to help draft responses to students, so you can spend more time on the parts of the role that involve directly supporting students.

This position works Australian east coast business hours, with flexibility to start at 9am or 10am AEST (7am or 8am PHST).

Key Responsibilities

Student Support & Enquiry Management:
  • Serve as the first point of contact for student enquiries via phone, email and Jira tickets, providing prompt, friendly and accurate support
  • Make use of AI-assisted templated responses to manage a high volume of enquiries efficiently, while ensuring each response is accurate and tailored to the student's need
  • Assist students with enrolments, course access, scheduling and general queries throughout their learning journey
Student Records & Compliance:
  • Maintain accurate student records in the learner management system, ensuring a high level of data accuracy and reporting meet regulatory requirements
  • Support the administration of course completions, issuing certificates and statements of attainment
  • Ensure record keeping practices align with data privacy and retention standards
Collaboration & Continuous Improvement:
  • Work closely with trainers, team leaders and the sales team to ensure a seamless student experience
  • Identify opportunities to streamline administrative processes and improve turnaround times
  • Support broader compliance, reporting and student experience initiatives as requiredAbout You
You're organised, approachable and genuinely enjoy helping students succeed. You take pride in getting the details right, and you're comfortable balancing people and process in equal measure.
  • 2-3 years of experience in administration or student support, or a similar role
  • Familiar with Student Management System (SMS), Customer Relationship Management (CRM) and email ticketing systems, plus confidence with Microsoft Word, Excel and Outlook
  • Experience with using AI tools such as CoPilot, and AI prompting.
  • Understanding of record management, data privacy and retention requirements
  • Excellent written and verbal communication skills, with a genuinely student-centred approach
  • Meticulous attention to detail, particularly around data accuracy
  • Adaptable and resourceful, able to manage a variety of student needs
  • Resolves conflict professionally while maintaining positive stakeholder relationships
  • Takes ownership, applies creative thinking, and delivers practical solutions

Employee Benefits
  • Fully remote, working from home arrangement
  • Supportive environment with local Manila based staff

  • Employee Assistance Program (EAP)
  • Birthday & volunteering leave
  • 2 days study leave to attend courses or exams
  • Membership to an online learning management system, giving you access to thousands of professional development courses
  • Free access to every training course across Lumify's group of companies, because we believe in practising what we sell

About us Lumify Group is the largest provider of professional training in Australasia. With deep expertise over 30 years across Information Technology and Professional Development, we work with enterprise, government and corporate clients to lift organisational capability through essential training, upskilling and reskilling, backed by a brand that government and blue-chip clients already trust.

We're proud to have been recognised as an AFR Top 10 Best Place to Work (2023), a three-time Australian Business Awards Employer of Choice (2023, 2024 & 2025), and Cyber Security Trainer of the Year (2025 & 2026).

Ready to apply?

If you're an organised, student-focused administrator who enjoys keeping things running smoothly behind the scenes, we'd like to hear from you.

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...