Customer Support Jobs at Columbia University with Visa Sponsorship

Job Type: Officer of Administration
Regular/Temporary: Regular
Hours Per Week: 35
Salary Range: $70,000–$80,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

University Life is a central division that supports all Columbia students by fostering an inclusive, connected University community across Columbia’s 17 schools and campuses. We serve as a hub for student engagement, cross-school collaboration, and coordinated University-wide initiatives that strengthen the student experience. Our work is grounded in building trusted relationships across the institution so that students can access the resources, opportunities, and support systems they need to succeed.

We advance student well-being, belonging, and personal development through programs, policies, and partnerships that encourage connection, leadership, and dialogue across diverse experiences and perspectives. Guided by our core values of connection, integrity, respect, service, and continuous learning, we are committed to creating environments where students feel welcomed, supported, and empowered throughout their academic journey.

Through close collaboration with students, faculty, and staff, University Life champions a Columbia defined by inclusion, community citizenship, and holistic support—one where every student can participate fully in campus life and contribute meaningfully to our shared University community.

The Rules of University Conduct are intended to ensure the protection of free speech and rights to engage in demonstrations and protests at Columbia. The Rules Administrator and the Office of Rules Administration (ORA) investigate complaints filed under the Rules of University Conduct. The Rules Administrator works closely with the Office of the Provost to ensure appropriate administration of the Rules. The Office of Rules Administration strives to achieve the highest levels of fairness, transparency, and efficiency, and the Rules of University Conduct require that enforcement of the Rules be content-neutral at all times. Grounded in evidence-based practice and values of accountability and community citizenship, ORA upholds community standards while advancing equitable student outcomes.

Reporting to the Senior Director for Student Affairs, First Assistant Rules Administrator, the Student Support Manager provides high-complexity support to students navigating the Rules of University Conduct process. The incumbent serves as a key point of contact for respondents, helping them identify their needs, understand University policies, and connect to appropriate resources throughout the investigation and resolution lifecycle.

The Student Support Manager plays a central role in post-determination support, managing a caseload of students who have been found responsible for violations; including leadership of the return process for students following disciplinary suspension. The incumbent oversees a structured, high-touch reintegration framework that includes mandatory educational advising, reflection on community standards, and close partnership with School-based Advising Deans to ensure a successful transition back to campus life. The Student Support Manager partners closely with ORA staff, the Office of General Counsel (OGC), the Office of Institutional Equity (OIE), the Center for Student Success & Intervention (CSSI), the Department of Public Safety, Facilities and Operations, the Office of Religious Life, Deans of Students, Advising Deans, and other campus partners to support a holistic review of student behavior in sensitive situations that require significant independent judgment, discretion, and attention to procedural detail.

Responsibilities

Return to Columbia Coordination and Sanction Management

• Lead the implementation of the return framework for suspended students, coordinating a multi-session advising model that partners ORA staff with School-based Advising Deans to support student reintegration.
• Facilitate developmental advising sessions designed to help returning students reflect on community citizenship, free expression, and accountability.
• Manage all post-determination workflows for students found responsible under the Rules, including the operationalization of sanctions and the monitoring of access restrictions or institutional holds.
• Serve as the primary liaison for readmission coordination, working with school advising offices to confirm eligibility for return, timely removal of disciplinary holds, and access to course registration and housing.
• Manage a caseload of students requiring sustained engagement and progress monitoring; track compliance with return program milestones and verify the completion of all required educational sessions prior to full reinstatement.
• Collaborate with the Registrar, Columbia Health, Columbia Housing, Columbia Residential, Columbia Dining, and the International Students and Scholars Office (ISSO) to implement sanctions and return plans that balance student needs with institutional policy and risk considerations.

Student Support and Case Coordination

• Provide complex support to students involved in the Rules of University Conduct process, serving as a case coordinator from intake through resolution.
• Conduct intake interviews and meetings to explain procedural steps, assess student understanding of the Rules, and discuss possible pathways forward.
• Collaborate with the Senior Director and ORA staff to prepare and organize case documentation, including notices, evidentiary summaries, and outcome letters, ensuring students are provided with clear and timely information.
• Exercise independent judgment and discretion when assessing complex and sensitive student situations, coordinating with University resources to ensure procedural continuity and fairness.
• Liaise with the Office of General Counsel (OGC), Office of Institutional Equity (OIE), Center for Student Success & Intervention (CSSI), Department of Public Safety, Facilities and Operations, Office of Religious Life, Deans of Students, and Advising Deans while maintaining strict privacy and appropriate information-sharing practices.

Institutional Coordination and Referrals

• Assess respondent needs related to academic continuity and well-being, facilitating referrals to appropriate campus resources to promote successful reintegration and compliance.
• Coordinate, when appropriate, with behavioral intervention teams or student support groups to ensure shared awareness and holistic support for respondents with elevated risk or complex needs.

Education, Outreach, and Training

• Support the planning and delivery of educational programming and outreach initiatives designed to help students and stakeholders understand the Rules of University Conduct, expressive rights, and responsibilities.
• Assist in the coordination of University Delegate training, including logistics and content development, to ensure responsiveness to evolving institutional needs and campus climate considerations.
• Contribute to the development of training materials that promote resource literacy and proactive problem-solving regarding campus demonstrations.

Documentation, Data, and Professional Standards

• Document student support activity, case progression, and sanction outcomes in the Maxient database in a timely and accurate manner.
• Maintain comprehensive records of case-related activity, including the logging and archiving of evidence and correspondence, ensuring audit readiness.
• Stay current on emerging trends, best practices, and regulatory considerations related to student conduct, case management, and campus demonstration policy.
• Perform other duties as assigned.

Minimum Qualifications

• A bachelor's degree and 4-6 years of related experience in the areas of student affairs, case management, student conduct, or compliance.
• Demonstrated experience managing student conduct cases or investigations and coordinating with campus offices to resolve sensitive, policy-driven matters.
• Proficiency in using case management systems, particularly Maxient, is required.
• Excellent analytical, organizational, and interpersonal skills, with the ability to exercise sound judgment, discretion, and professionalism in sensitive situations.
• Familiarity with FERPA and regulatory frameworks relevant to student privacy and institutional risk management.

Preferred Qualifications

• Master’s degree in higher education, student affairs, or a related field.
• Demonstrated ability to manage multiple priorities with strong attention to detail.
• Experience collaborating across complex organizations and building effective partnerships to support student compliance and success.
• Familiarity with policies related to campus demonstrations and time, place, and manner regulations.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.