Senior Learner Support Specialist

Job Summary

Guiding new learners through onboarding, the full-time Senior Learner Support & Outreach Specialist will provide proactive, "white glove" support, monitor engagement metrics, and design intervention strategies to enhance learner retention and completion rates in a remote environment.

Key responsibilities

• Guide new learners through onboarding and serve as a key resource for information and support throughout their certificate programs
• Design and execute outreach strategies via email, SMS, and phone to improve learner retention and engagement
• Collaborate cross-functionally with internal teams to address learner feedback and improve support tools

Required qualifications

• 3-5 years of experience in a high-touch, relationship-driven support role, with at least 1-2 years in a senior or mentorship capacity
• Demonstrated ability to build trust and rapport with learners, providing empathetic support
• Strong organizational skills and attention to detail, managing multiple learners effectively
• Experience working with metrics and data to inform decisions and strategies
• Flexibility to work early East Coast hours as needed for outreach to European learners