Senior Learner Support, Outreach Specialist

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

📋 Description

• Acquire knowledge on new client and partner programs while keeping up-to-date with the existing portfolio.

• Assist new learners during the onboarding process and offer continuous information, motivation, and support.

• Develop and implement intervention and follow-up strategies via email, SMS, and phone to enhance retention and completion rates.

• Monitor and assess the outcomes of interventions, refining methods for improved retention and engagement.

• Aid in the enhancement and creation of AI-driven learner support tools.

• Communicate learner feedback to the Marketing, Product, and other pertinent internal teams.

• Collaborate with Support, Program, Product, and Marketing teams to address issues reported by learners.

• Oversee learner engagement metrics and results.

• Spot opportunities to clarify marketing messages and report product bugs.

⛳️ Requirements

• 3–5 years of experience in a high-touch, relationship-focused support role, with a minimum of 1–2 years in a senior, leadership, or mentoring position.

• Capability to quickly build trust and rapport.

• Demonstrated empathy and patience when assisting learners who may be struggling or feeling frustrated.

• Strong written and verbal communication skills across various channels including email, SMS, and phone.

• Outstanding organizational abilities and meticulous attention to detail.

• Aptitude for absorbing and synthesizing contextual information from multiple clients and partners, adapting communications accordingly.

• Analytical mindset with the ability to recognize patterns and trends in engagement data and learner feedback.

• Comfort in utilizing metrics and data to guide decision-making.

• Proactive and self-motivated approach.

• Experience in training or refining AI/chatbot tools is advantageous.

• Willingness to work early East Coast hours as necessary to support learners in Europe.

🏝️ Benefits

• Transparent and collaborative culture, challenging responsibilities, rapid learning opportunities, hands-on training, and constructive feedback.

• Strong sense of ownership and strategic initiatives that influence our product, users, colleagues, business, and the world.

• 100% employer-paid medical, dental, and vision insurance for you, and 50% coverage for your partner/spouse and dependents.

• Flexible spending account (health).

• Employee Assistance Program (mental health, financial health, legal support, and more).

• Complimentary access to wellbeing applications such as Ginger and Headspace.

• Flexible paid time off alongside 13 paid holidays.

• Generous paid parental leave.

• Short and long-term disability insurance fully covered by the company.

• Annual budget for professional development.

• Company-provided laptop.

• Remote-first work culture.

• Life insurance fully funded by the company.

• Optional supplemental life insurance.

• 401(k) plan.

• Discounted pet insurance.