Learner Success Coordinator

About Upright Education

Upright Education provides a turnkey platform for community colleges and regional universities to easily launch and monetize specialized bootcamps in fields like software development, data analytics, UX/UI design, and digital marketing. Our part-time, hybrid programs are designed to serve underserved schools and overlooked communities. In addition to technical skills, we offer career services to help learners transition successfully into their new careers.

Job Summary

As a Learner Success Coordinator at Upright Education, you will be the primary point of contact for our learners, playing a critical role in supporting their journey through our remote bootcamps and online educational programs. Your primary responsibility is to foster learner success by providing responsive, high-quality support and managing learner escalations with sensitivity and professionalism. You?ll help resolve issues, address challenges that arise, and work collaboratively across departments to create a smooth, positive experience for each learner.

In addition to managing escalations, you?ll support program operations and participate in initiatives aimed at enhancing the learner experience. Flexibility, excellent communication skills, and a solution-oriented mindset are essential, as this role requires evening availability on Monday, Wednesday, and Thursday to support live program sessions.

Responsibilities

Learner Success & Support:
? Act as the main point of contact for learners, providing consistent, reliable support throughout their program.
? Manage escalations by addressing academic, personal, or logistical issues that learners face, and work with sensitivity to provide timely, effective solutions.
? Facilitate a supportive and engaging learning community, encouraging collaboration and positive interactions among learners.
? Document and track all learner support cases, ensuring clear communication and resolution for each case.
? Proactively identify and address learner concerns, including attendance issues, progress challenges, and withdrawal requests, while maintaining comprehensive documentation.
? Communicate with empathy during difficult conversations, such as helping learners assess whether the program is a good fit.

Program Operations Support:
? Assist with program setup, orientation, and live session support, ensuring that learners have a seamless experience accessing tools, resources, and support.
? Coordinate closely with Career Services and instructional staff to ensure cohesive support for learners as they work toward their academic and career goals.
? Support the ongoing improvement of learner communication and support processes on platforms like Zoom, Discord, and Slack.

Reporting and Feedback:
? Track learner support metrics and compile regular reports on escalations, learner satisfaction, and other key performance indicators.
? Use data-driven insights to inform program improvements and collaborate on initiatives that enhance the learner experience as we scale.
? Maintain detailed records of program and learner support data, ensuring accuracy and consistency across documentation.

Qualifications: ? 3-5 years of experience in customer support, learner success, or educational program coordination, ideally 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.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:
? Dental insurance
? Health insurance
? Paid time off
? Vision insurance

Schedule:
? Monday to Friday

Application Question(s):
? Describe your experience working in customer service or learner support roles. What strategies do you use to manage a high volume of requests and escalations effectively?

Experience:
? Customer service: 3 years (Required)

Work Location: Remote

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