Specialist - Learner Support Services

Job Description

Specialist - Learner Support Services

Chegg Skills | chegg.com/skills

ABOUT THE ROLE

As aSpecialist- Learner Support Servicesat Chegg Skills, you will be the primary point of contact for students throughout their entire learning journey - from enrollment through graduation. You will deliver empathetic, high-quality support that helps students navigate challenges and stay on track toward their career goals.

You will work closely with Student Success Coaches, Curriculum Coaches, and other internal teams to ensure every student feels seen, heard, and fully supported - without ever having to repeat themselves.

WHAT YOU'LL DO

• Serve as the first point of contact for student inquiries via email and live chat, consistently meeting SLA targets and quality standards

• Resolve a wide range of issues including technical platform problems, pacing and curriculum challenges, billing and enrollment questions, grading disputes, and escalations

• Triage and route complex issues to the appropriate team (e.g., Student Success, Curriculum, etc.), providing full context so students never have to repeat their story

• Anticipate student needs proactively, turning difficult moments into positive experiences

• Manage student finance processes, including verifying enrollment accuracy, resolving billing discrepancies, processing withdrawals and refund, and responding to financial queries quickly and correctly

• Identify, document, and escalate product bugs and curriculum feedback to the relevant internal teams

• Continuously surface insights from student interactions to help improve support processes, resources, and the overall student experience

WHAT YOU'LL BRING

• Bachelor's degree in any discipline, with at least 1 year of relevant work experience

• Genuine empathy and a passion for helping people succeed through education

• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and compassionately

• Strong judgment in high-pressure or ambiguous situations, with the ability to de-escalate and find constructive paths forward

• Exceptional organizational skills and the ability to prioritize effectively in a fast-paced, shifting environment

• High attention to detail in all tasks

• Hands-on experience with help desk software, CRM platforms, and remote support tools

• Willingness to work rotational shifts in a 24/7 support environment

NICE TO HAVE

• Comfort with basic data analysis and spreadsheet tools (e.g., Excel, Google Sheets)

• A genuine curiosity for learning, particularly in technical or emerging fields

Why do we exist

Students are working harder than ever before to stabilize their future. Our recent research study calledshows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we've expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Chegg Skills, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

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