Experienced Remote Learner Success Coordinator – Education Technology and Customer Support Specialist

Introduction to Upright Education

Upright Education is a pioneering force in the education technology sector, dedicated to providing turnkey solutions for community colleges and regional universities to launch and monetize specialized bootcamps. Our focus areas include software development, data analytics, UX/UI design, and digital marketing, with a commitment to serving underserved schools and overlooked communities. By offering part-time, hybrid programs, we not only equip learners with technical skills but also provide comprehensive career services to ensure a successful transition into their new careers.

Job Summary

We are seeking an exceptional Learner Success Coordinator to join our team, playing a pivotal role in supporting learners throughout their journey in our remote bootcamps and online educational programs. As the primary point of contact, you will be responsible for fostering learner success by delivering responsive, high-quality support and managing learner escalations with sensitivity and professionalism. Your role will be crucial in resolving issues, addressing challenges, and collaborating across departments to create a seamless and positive experience for each learner.

Key Responsibilities

• Learner Success & Support: Act as the main point of contact for learners, providing consistent and reliable support throughout their program. This includes managing escalations, addressing academic, personal, or logistical issues, and working with sensitivity to provide timely and effective solutions.
• Facilitating a Supportive Learning Community: Encourage collaboration and positive interactions among learners, fostering an engaging and supportive learning environment.
• Documentation and Tracking: Document and track all learner support cases, ensuring clear communication and resolution for each case, and proactively identify and address learner concerns.
• Program Operations Support: Assist with program setup, orientation, and live session support, ensuring learners have a seamless experience accessing tools, resources, and support. Coordinate closely with Career Services and instructional staff to ensure cohesive support for learners.
• Reporting and Feedback: Track learner support metrics, compile regular reports on escalations, learner satisfaction, and other key performance indicators, and use data-driven insights to inform program improvements.

Essential Qualifications

To excel in this role, you should have:

• 3-5 years of experience in customer support, learner success, or educational program coordination, with a focus on escalations and learner support.
• Demonstrated experience providing high-quality customer service in a fast-paced, high-touch environment.
• Excellent communication, empathy, and problem-solving skills, with the ability to navigate difficult conversations professionally.
• Strong organizational and multitasking skills to manage escalations, operational tasks, and documentation efficiently.
• Competency with remote learning technologies (Zoom, Discord, Slack) and familiarity with technical bootcamp subjects (software development, UX/UI design, data analytics, or digital marketing) is preferred.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience in the education technology sector or a related field.
• Familiarity with customer relationship management (CRM) software and learning management systems (LMS).
• Certifications or training in customer service, educational support, or a related area.

Skills and Competencies

To succeed as a Learner Success Coordinator, you should possess:

• Excellent Communication Skills: Ability to communicate effectively with learners, staff, and other stakeholders in a clear, empathetic, and professional manner.
• Problem-Solving and Analytical Skills: Capacity to analyze issues, identify solutions, and implement effective resolutions.
• Organizational and Time Management Skills: Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Technical Skills: Proficiency in using remote learning technologies, CRM software, and LMS, with a willingness to learn and adapt to new systems.
• Emotional Intelligence and Empathy: Ability to understand and respond to the needs of learners, providing support and guidance in a sensitive and professional manner.

Career Growth Opportunities and Learning Benefits

At Upright Education, we are committed to the growth and development of our team members. As a Learner Success Coordinator, you will have opportunities to:

• Develop your skills in customer support, educational program coordination, and learner success.
• Expand your knowledge of the education technology sector and remote learning technologies.
• Collaborate with cross-functional teams to drive program improvements and enhance the learner experience.
• Pursue professional development opportunities, including training, certifications, and conferences.

Work Environment and Company Culture

Upright Education offers a dynamic and supportive work environment, with a culture that values:

• Collaboration and Teamwork: We believe in the power of teamwork and collaboration to drive success.
• Innovation and Creativity: We encourage innovation, creativity, and outside-the-box thinking to solve complex problems.
• Empathy and Compassion: We prioritize empathy and compassion in our interactions with learners, staff, and stakeholders.
• Continuous Learning and Growth: We are committed to ongoing learning and growth, providing opportunities for professional development and skill-building.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $50,000 - $60,000 per year.
• Comprehensive benefits, including dental, health, and vision insurance, as well as paid time off.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

Conclusion

If you are a motivated and compassionate individual with a passion for education and customer support, we encourage you to apply for the Learner Success Coordinator role at Upright Education. As a key member of our team, you will play a critical role in supporting learners and driving program success. Join our mission to provide high-quality educational programs and career services to underserved communities, and take the first step towards a rewarding and challenging career in education technology.

How to Apply

Ready to join our team? Click the apply button to submit your application, including your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!