Team Lead for the Heels Hub
Company: UNC-Chapel Hill
Location: Chapel Hill
Posted on: April 5, 2026
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Job Description:
Position Summary The University of North Carolina at Chapel Hill
seeks a Team Lead for the Heels Hub, a OneStop, student services,
unit housed within Enrollment Management. This position plays a
critical guiding role in delivering a seamless, student-centered
service experience to students, families, and campus partners
across the University. In addition to supervising the front-line
staff who provide support through in-person and digital channels,
the Team Lead performs advanced coordination and support duties,
including service ticket review, routing, and resolution;
knowledge-base content creation, and quality-assurance activities.
The Team Lead will track service level metrics, identify and
implement improvements to enhance program performance, and manage
time, tools, and staffing to support the Heels Hub’s operational
needs. The position also requires the ability to interpret and
apply institutional policies and to exercise professional judgment
when determining if exceptions to standard processes or
administrative rules may be appropriate. Working in a fast-paced,
high-volume environment, the Team Lead demonstrates a high level of
independence and judgment and leads cross-training across multiple
student service areas. The position supports UNC’s ‘no wrong door’
service model by improving service consistency, reducing barriers,
and ensuring timely and accurate assistance across the full range
of student service functions. In this role, the Team Lead ensures
that students and families receive accurate guidance across core
enrollment functions. The position also contributes to
institutional compliance by maintaining accurate documentation,
following established protocols, and upholding all federal, state,
and University policies and regulations governing the access, use,
and disclosure of student records, including the Family Educational
Rights and Privacy Act ( FERPA ). Through cross-training, teamwork,
and student-centered problem solving, the Team Lead position helps
ensure that students have access to the information, resources and
academic guidance they need to successfully navigate Carolina.
Required Qualifications, Competencies, And Experience Strong
customer service skills and experience working in a front-line,
high-volume service environment. Demonstrated ability to
communicate clearly and professionally with students, families and
campus partners. Experience in triaging inquiries, problem-solving,
and interpreting and applying institutional policies to
wide-ranging student scenarios. Proficiency using Microsoft Word,
Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
Experience creating written content, such as training guides,
procedures, or knowledge-based documentation. Ability to work
independently and in a team environment, manage competing
priorities, and maintain accuracy to detail in a fast-paced
environment. Commitment to all federal, state, and University
policies and regulations governing the access, use, and disclosure
of student records, including the Family Educational Rights and
Privacy Act ( FERPA ), Internal Revenue Code ( IRC ), and Higher
Education Act ( HEA ). Demonstrated ability to interpret and
explain University policy related to enrollment, registration,
academic records, and student status. *Experience working in an
admissions, financial aid, registrar, student accounts, or academic
advising office, specifically in one or more of the following:
Preparing financial aid packages and providing student-centric
counseling throughout the financial aid process, including
prospective student recruitment, aid applications and verification,
and special circumstances; or Providing student-centric counseling
throughout the admissions process, including prospective student
recruitment, admissions application guidance, and enrollment
support; or Providing student account support, including processing
billing due date extensions, explaining tuition, fees, charges,
refunds, payments, and balances; how to set up a refund/bill
payment, payment plans, authorized users/proxies, submit
tuition/fee waivers, access 1098Ts; or Assisting students with
course registration, enrollment changes, transcripts, withdrawals,
and cancellations, including explaining impacts on financial aid
(R2T4), enrollment status, and academic standing; or Reviewing and
approving student requests related to academic record options, such
as pass/fail grading elections or other registration related
changes in accordance with University policy; or Explaining and
guiding students in planning their course of study in concert with
the curricular requirements and school and campus policies; and
tracking and monitoring students’ academic progress. Preferred
Qualifications, Competencies, And Experience Experience at a large,
decentralized public research university or similarly complex
institution. Ability to interpret metrics and performance
indicators and use data to drive decision-making. Experience with
ticket triage, workflow management, or service operations.
Experience supporting process improvements or contributing to
service transformation efforts. Experience interpreting and
explaining program policy and procedures. Experience leading teams
or projects. *Experience supervising students, temporary, or
permanent staff.
Keywords: UNC-Chapel Hill, Winston-Salem , Team Lead for the Heels Hub, Administration, Clerical , Chapel Hill, North Carolina
