Role Objective
To deliver a seamless, responsive, and high-quality learner experience across the entire lifecycle—from onboarding to graduation—by ensuring timely query resolution, proactive engagement, accurate certification processing, and effective cross-functional coordination.
Key Responsibilities
- Own end-to-end learner experience outcomes, ensuring consistent and high-quality support throughout the learner journey.
- Act as the primary point of contact for learner queries via platforms such as Zoho and WhatsApp, ensuring timely acknowledgment, resolution, and escalation where required.
- Maintain persistent communication efforts to connect with learners, including identifying and utilizing alternative communication channels when necessary.
- Drive learner satisfaction by continuously monitoring interaction quality and implementing improvements in service delivery.
- Ensure accurate and timely certification processing, including eligibility validation, coordination for issuance, and follow-ups on dependencies.
- Plan and execute learner engagement initiatives, events, and activities to enhance participation and overall experience.
- Manage onboarding for newly enrolled learners, ensuring clarity on program structure, platforms, and next steps.
- Identify and reactivate inactive learners through targeted engagement strategies and cross-functional collaboration.
- Detect early signs of learner disengagement and proactively lead re-engagement efforts within defined timelines.
- Collaborate with Student Operations and other internal teams to ensure seamless coordination and consistent communication across processes.
- Uphold ethical standards in all learner interactions, including data confidentiality, transparency, and fair practices.
- Ensure continuity and consistency of learner support across all touchpoints.
Key Requirements
- Bachelor's degree in any discipline (Education, Management, or related field preferred)
- 1–4 years of experience in learner support, student engagement, customer success, or similar roles (EdTech experience preferred)
- Strong communication and interpersonal skills
- Ability to manage multiple learner interactions efficiently across channels
- Problem-solving mindset with a proactive approach to learner engagement
- High attention to detail and process orientation
- Ability to collaborate effectively with cross-functional teams
Preferred Skills
- Experience with CRM tools (e.g., Zoho) and communication platforms (e.g., WhatsApp Business)
- Understanding of learner lifecycle in EdTech or academic environments
- Experience in handling certifications, learner onboarding, or engagement programs
