Senior Learner Support & Outreach Specialist
New
P
PathstreamLearner support
Remote (US), Flexibility to work early East Coast hours as needed to support outreach to learners based in EuropeFull-TimeSenior
Salary85,000 - 110,000 USD per year
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Job Details
- Experience
- 3–5 years of experience in a high-touch, relationship-driven support role, with at least 1–2 years in a senior, lead, or mentorship capacity
- Required Skills
- Data AnalysisCustomer SuccessCustomer support
Requirements
- Have 3–5 years of experience in a high-touch, relationship-driven support role, such as customer support, customer success, coaching, or student/learner services.
- Have at least 1–2 years of experience in a senior, lead, or mentorship capacity.
- Build trust and rapport with learners and respond with empathy and patience, including when learners are struggling or frustrated.
- Communicate clearly in writing and verbally, adapting tone across email, SMS, and phone.
- Stay organized and attentive to detail while tracking many learners and moving pieces.
- Absorb and synthesize information across multiple clients or partners and tailor clear, concise guidance to each learner.
- Use engagement data and learner feedback to identify patterns and inform decisions.
- Take a proactive, self-directed approach to identifying and raising issues.
- Be flexible to work early East Coast hours as needed.
Responsibilities
- Ramp up on client and partner programs and keep program guidance accurate and current.
- Guide new learners through onboarding and support them throughout their certificate programs.
- Design and execute email, SMS, and phone outreach strategies to improve learner retention and completion.
- Track and evaluate intervention results to identify effective approaches and refine them over time.
- Support the refinement and development of AI-powered support tools.
- Surface unclear messaging, product issues, and other learner feedback to the relevant internal teams.
- Collaborate with Support, Program, Product, and Marketing teams to address learner-reported issues.
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