Customer Experience Specialist – Contractor Role

This is a fully remote position, open to applicants in Europe.

📋 Description

• Deliver exceptional asynchronous support via email and community platforms, along with synchronous assistance during live sessions.

• Facilitate live sessions by moderating chats, overseeing on-camera Q&A, and ensuring a safe and dynamic learning atmosphere.

• Address intricate learner inquiries and promote engaging community discussions in the capacity of a Subject Matter Expert.

• Recognize and tackle learning obstacles, as well as escalate curriculum or platform challenges when necessary.

• Track student progress and step in to support learners who may be lagging behind.

• Collect and analyze student sentiment and survey feedback to provide valuable insights to product development teams.

• Oversee cohort logistics, including scheduling calendar invitations and uploading resources.

• Ensure learning materials are accessible and guide students in navigating the platform effectively.

• Identify opportunities for workflow enhancements and automation.

• Work collaboratively with internal stakeholders and technology teams to refine processes and address recurring student concerns.

⛳️ Requirements

• A minimum of 2 years of experience in Community Management, Customer Success, or EdTech support.

• Demonstrated experience in moderating live virtual events or webinars, including chat management and facilitating on-camera Q&A.

• Comfortable appearing on camera.

• Strong personal passion for growth and development.

• Comprehensive knowledge of specific program content adequate to serve as a Subject Matter Expert.

• Capability to analyze survey data and NPS scores, producing clear written reports for leadership.

• Proficiency in Google Sheets/Excel.

• Familiarity with ticketing and task management systems like Jira or Asana.

• Adept in using Zoom, including webinar settings, breakout rooms, and moderation features.

• Knowledge of community platforms such as Circle or Facebook Groups.

• Experience with helpdesk software like Zendesk or Intercom is highly advantageous.

• Bachelor's degree in a related field is preferred.

• Experience working with premium or high-ticket clientele is highly sought after.

• Outstanding communication, problem-solving skills, adaptability, empathy, coaching abilities, and attention to detail.

🏝️ Benefits

• Flexibility to work remotely.

• Commitment to providing equal opportunity and fostering a diverse and inclusive workplace.