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Global Learner Support Specialist
2 weeks ago
About us:
We're committed to making high-quality education accessible and affordable globally.
We collaborate with top universities across regions to deliver short courses, degree programs, professional certificates, and senior executive programs.
Our unique model combines state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors, and coaches.
Founded in 2015, we have over 2,000 employees globally and operate offices in various locations.
Role Overview:
We're seeking a Coordinator to support learners in the LATAM region.
The ideal candidate will have superior written and verbal skills, flexibility to work in night shifts, and a willingness to handle communication across multiple channels.
Key Responsibilities:
- Learner Support: Respond to inquiries across all communication channels to ensure timely and accurate resolutions to enhance learner satisfaction.
- Stakeholder Collaboration: Coordinate with internal teams to manage program timelines and address learner concerns efficiently.
- Process Improvement: Identify and implement improvements to enhance program delivery and learner experience.
- Quality Control: Ensure all communications meet quality standards and brand guidelines.
- Enrollment & Application Management: Process applications, ensure eligibility, and maintain timely, accurate admissions workflows.
- Participant Support: Handle inquiries related to enrollment, payments, refunds, deferments, course access, and certificates across various channels.
- Cross-Functional Coordination: Collaborate with Marketing, Finance, Sales, and Program Support teams to address participant issues effectively.
- Performance Metrics: Meet key KPIs like QA, CSAT, and SLA while ensuring a high-quality participant experience.
Qualifications:
- Language Skills: Exceptional communication skills are mandatory.
- Work Flexibility: Willingness to work night shifts and manage all communication channels is required.
- Education: Bachelor's degree preferred.
- Customer Support Experience: Prior experience in customer service or learner support roles is necessary.
- Tech-Savvy: Familiarity with digital learning tools or CRM platforms is a plus.
- Adaptability: Ability to thrive in a fast-paced environment and adapt to evolving processes.
- Organizational Skills: Strong multitasking ability and attention to detail are essential.
Why Work with Us:
You'll make a meaningful impact by supporting learners globally while working in a collaborative, inclusive, and growth-oriented environment.
We offer equal employment opportunities to all employees and applicants for employment without regard to protected characteristics.
