Join our Team.

GGU One Senior Student Support Navigator

(MissionWise employee contracted to Golden Gate University)

Who We Are

MissionWise partners with colleges, universities, foundations and others to increase enrollment, completion and career readiness of students who are active-duty military, veterans, or military family members.

Our Mission: Transforming the educational journeys of military-affiliated students to further their lives of commitment and service.

Who we Need

MissionWise, contracting with Golden Gate University, seeks a customer service professional who can provide responsive, accurate, and empathetic support to Golden Gate University students through GGU One’s central phone line and designated email channels. Provide responsive, accurate, and empathetic support to Golden Gate University students through GGU One’s central phone line and designated email channels. Handle complex inquiries, help Navigators resolve questions, and coordinate follow-through with departmental specialists.

Serve all students within GGU One’s designated scope, with particular emphasis on military-connected students. Apply practical knowledge of military education benefits, onboarding requirements, and university services using approved guidance.

Serve as an intermediate escalation resource and the designated operational point of contact during assigned periods when the Operations Leader is unavailable. Support daily coordination, peer coaching, knowledge improvements, and service quality.

This is a senior individual contributor role with no direct reports. The Operations Leader retains responsibility for hiring, formal performance management, disciplinary decisions, staffing approvals, and overall operational leadership. The role does not replace academic advising, specialized benefits certification.

Summary of Duties

• Student Support and Complex Inquiry Resolution: Answer incoming calls and respond to assigned emails, voicemails, and callbacks. Resolve routine and more complex inquiries within approved guidance and authority, maintaining clear documentation and realistic expectations.

• Intermediate Escalation Support: Serve as an initial resource when Navigators encounter unfamiliar questions, difficult conversations, conflicting guidance, or stalled inquiries. Help determine the next step and involve departmental specialists or leadership when needed.

• Operational Point of Contact: During designated coverage periods, respond to team questions, monitor emerging service issues, and coordinate immediate actions within established procedures. Use the approved backup leadership and technical escalation contacts for issues beyond the role’s authority.

• Queue and Coverage Coordination: Support the Operations Leader by monitoring queue demand, voicemail workload, and assigned coverage. Flag gaps promptly and coordinate approved break coverage, work assignments, and handoffs. Escalate staffing needs or schedule changes requiring management approval.

• Case Ownership and Tier 2 Follow-Through: Maintain ownership of assigned inquiries and help review unresolved or overdue cases. Confirm clear handoffs, follow up with departmental contacts, and ensure students receive confirmed updates. Escalate repeated delays or unclear ownership to the Operations Leader.

• Military-Connected Student Support: Apply demonstrated knowledge of common military education benefit processes and related university requirements. Help peers find approved answers and recognize when a certifying official, financial aid specialist, Military Onboarding Coach, or another expert is required.

• Peer Coaching and Onboarding: Support new Navigator onboarding through demonstrations, shadowing, role plays, and practical guidance. Provide constructive feedback and share recurring training needs with the Operations Leader. Formal performance evaluation remains with the manager.

• Quality and Privacy: Model accurate, professional, and empathetic service. Support assigned quality reviews using an approved rubric, reinforce identity-verification and information-handling procedures, and promptly report suspected privacy incidents or other significant service concerns.

• Knowledge and Process Improvement: Identify missing, outdated, or conflicting guidance. Draft suggested updates for departmental approval and help communicate approved changes to the team. Do not independently establish university policy or specialist guidance.

• Technology and Reporting Support: Maintain accurate Salesforce or designated tracking-system records. Help test new workflows, identify system issues, and review operational reports for gaps or inconsistencies. Coordinate technical issues through established support channels.

• Campus Weekend and Peak-Period Support: Provide scheduled phone and email coverage during designated evenings, weekends, and university events. Help prepare event-specific guidance, escalation contacts, and shift handoffs.

Qualifications

• Experience: Three or more years of relevant customer support, contact-center, or higher-education student-services experience, including handling complex inquiries. Equivalent combinations of relevant experience will be considered.

• Peer Leadership: Demonstrated experience mentoring colleagues, supporting onboarding, serving as an escalation resource, or coordinating work without direct supervisory authority.

• Military Support Knowledge: Practical knowledge of military-connected student needs and common education benefit processes is strongly preferred. Must demonstrate proficiency in approved guidance and recognize the limits of the Navigator’s authority.

• Operational Judgment: Ability to assess urgency, de-escalate difficult conversations, identify coverage or follow-up risks, and determine when leadership or specialist involvement is required.

• Technical Aptitude: Experience using CRM, case-management, or ticketing systems to document and track inquiries. Salesforce and Microsoft Teams contact-center experience are preferred.

• Quality and Privacy: Demonstrated attention to accuracy, identity verification, confidentiality, and professional communication. Familiarity with FERPA and higher-education privacy practices is preferred.

• Organization and Collaboration: Ability to balance direct student support with peer assistance, case follow-through, and operational coordination. Communicate clearly across departments and maintain dependable handoffs.

• Schedule Availability: Ability to work assigned shifts, including occasional scheduled evenings and weekends for Campus Weekends and other designated peak periods.

• Education: High school diploma or equivalent required. Postsecondary education or equivalent relevant experience preferred. Qualified current and former GGU students are encouraged to apply.

Skills

• Clear, professional verbal and written communication.

• Sound judgment and composure during sensitive or difficult conversations.

• Ability to explain approved procedures and coach peers constructively.

• Strong documentation, research, and follow-through.

• Ability to coordinate immediate priorities while recognizing decisions requiring management approval.

• Willingness to learn, accept feedback, and help the team adapt to evolving services and systems.

Location

• Remote; some travel may be required for in person collaboration and campus weekends at GGU in San Francisco, California.

Days & Hours

• Regular shifts will consist of eight paid hours, with meal and rest breaks scheduled as applicable. Shifts will have staggered start times within GGU One’s current service window of Monday–Friday, 7am–5pm Pacific.

• Occasional scheduled evening and weekend coverage will be required, particularly during Campus Weekends, enrollment peaks, and other university events. Schedules will be coordinated in advance whenever possible, and service hours may expand as student needs evolve.

Salary

• $70,000–$85,000 annualized equivalent, approximately $33.65–$40.87 per hour based on a 40-hour workweek; eligible for overtime.

Why join MissionWise?

• MissionWise is a thriving organization, purpose-built to serve veterans and their family members who are going back to school and making a transition to civilian employment.

• Grab an opportunity to shape veterans’ experiences and to design a system that scales, right from the beginning.

• Work alongside a dedicated, talented team that is committed to your success and fully supports military veterans and their families.

• Competitive pay and benefits.

Other important Details

• While employed by MissionWise, this position will be embedded at Golden Gate University.

• MissionWise is a proud member of the Department of Defense's Military Spouse Employment Partnership, which supports military spouse employment.

• MissionWise is a distributed organization. We have team members as far away as New York, Italy, California and New Zealand.

• MissionWise is an equal opportunity employer.

GGU One Student Support Navigator

(MissionWise employee contracted to Golden Gate University)

Who We Are 

MissionWise partners with colleges, universities, foundations and others to increase enrollment, completion and career readiness of students who are active-duty military, veterans, or military family members. 

Our Mission: Transforming the educational journeys of military-affiliated students to further their lives of commitment and service.

Who we Need

MissionWise, contracting with Golden Gate University, seeks a customer service professional who can provide responsive, accurate, and empathetic support to Golden Gate University students through GGU One’s central phone line and designated email channels. Help students navigate university processes, resolve common inquiries, and connect with departmental specialists when needed. Serve all students within GGU One’s designated scope, with particular emphasis on the needs of military-connected students. Develop and apply practical knowledge of military education benefits, onboarding requirements, and university services using approved guidance. This is a dedicated inbound student support role that includes related email handling, callbacks, and case follow-up. It is distinct from ongoing academic advising, specialized benefits certification, and proactive retention coaching.

Summary of Duties

• Inbound Student Support: Answer incoming calls and respond to assigned emails and voicemails. Listen carefully, clarify the student’s needs, assess urgency, and establish a clear next step.

• Inquiry Resolution: Use approved resources to answer questions about onboarding, registration processes, student-system access, university services, and other topics within the Navigator’s training and authority.

• Military-Connected Student Support: Provide accurate guidance on common military education benefit processes and related university requirements. Recognize when questions require a certifying official, financial aid specialist, Military Onboarding coach, or another departmental expert.

• Case Documentation and Ownership: Record student interactions, actions taken, outstanding needs, and follow-up commitments in Salesforce or the designated tracking system. Check existing records to maintain continuity and avoid duplicate or conflicting work.

• Escalation and Follow-Through: Route unresolved inquiries through approved departmental workflows. Complete assigned follow-up, communicate confirmed updates, and flag overdue or stalled requests to the Operations Leader. Follow established case ownership and closure procedures.

• Email and Callback Support: During assigned work blocks, respond to student messages, return voicemails, and complete research-related callbacks. Maintain accurate records and realistic expectations for response and resolution.

• Campus Weekend and Peak-Period Support: Provide scheduled phone and email coverage during designated evenings, weekends, and university events. Use event-specific guidance and escalation contacts to assist students with time-sensitive questions.

• Knowledge and Process Improvement: Stay current on approved FAQs, policies, and procedures. Identify missing or conflicting guidance, recurring student concerns, and workflow problems, and share them with the Operations Leader.

• Service Quality and Privacy: Follow approved identity-verification, privacy, recording-disclosure, and information-handling procedures. Provide accurate guidance without promising decisions or outcomes outside the role’s authority.

• Coverage and Team Coordination: Follow assigned schedules, maintain appropriate phone-queue availability, communicate coverage issues promptly, and complete clear handoffs before breaks or the end of a shift.

• Training and Development: Participate in onboarding, role plays, coaching, quality reviews, and ongoing training as services and systems evolve.

Qualifications

• Experience in customer service, student support, peer mentoring, veteran ambassador programs, military service, or comparable roles. Relevant campus employment, volunteer work, and leadership experience will be considered.

• Familiarity with military-connected student needs and education benefits is preferred. Relevant lived experience is welcome; all Navigators must complete training and demonstrate proficiency in approved guidance.

• Comfortable learning new systems, researching information, and maintaining accurate records. Prior Salesforce or contact-center experience is preferred, but not required.

• Demonstrated ability to listen, clarify needs, explain processes clearly, and support people navigating stressful or unfamiliar situations.

• Ability to distinguish approved guidance from assumptions, recognize limits of authority, protect sensitive information, and escalate appropriately.

• Ability to manage calls, messages, deadlines, and follow-up responsibilities while maintaining complete documentation.

• Ability to work effectively with colleagues and university departments, communicate handoffs clearly, and contribute to an evolving service operation.

• Ability to work assigned shifts, including occasional scheduled evenings and weekends for Campus Weekends and other designated peak periods.

• High school diploma or equivalent required. Postsecondary education or equivalent relevant experience preferred. Current and former GGU students are encouraged to apply.

Skills

• Clear, professional verbal and written communication.

• Empathy, patience, and composure during difficult conversations.

• Ability to research approved resources while maintaining effective student interaction.

• Strong attention to detail and dependable follow-through.

• Willingness to learn new systems, accept coaching, and adapt to changing procedures.

Location

• Remote; some travel may be required for in person collaboration and campus weekends at GGU in San Francisco, California. 

Days & Hours

• Regular shifts will consist of eight paid hours, with meal and rest breaks scheduled as applicable. Shifts will have staggered start times within GGU One’s current service window of Monday–Friday, 7am–5pm Pacific.

• Occasional scheduled evening and weekend coverage will be required, particularly during Campus Weekends, enrollment peaks, and other university events. Schedules will be coordinated in advance whenever possible, and service hours may expand as student needs evolve.

Salary

• $50,000 - $65,000 annualized equivalent, paid hourly based on a 40-hour workweek; approximately $24.04–$31.25 per hour based on a 40-hour workweek; eligible for overtime.

Why join MissionWise?

• MissionWise is a thriving organization, purpose-built to serve veterans and their family members who are going back to school and making a transition to civilian employment.

• Grab an opportunity to shape veterans’ experiences and to design a system that scales, right from the beginning.

• Work alongside a dedicated, talented team that is committed to your success and fully supports military veterans and their families.

• Competitive pay and benefits.

Other important Details 

• While employed by MissionWise, this position will be embedded at Golden Gate University.

• MissionWise is a proud member of the Department of Defense's Military Spouse Employment Partnership, which supports military spouse employment.

• MissionWise is a distributed organization. We have team members as far away as New York, Italy, California and New Zealand.

• MissionWise is an equal opportunity employer.