Learner Support Specialist
Description
Our Organization
Learnlight is an EdTech company that’s passionate about putting trainers at the heart of the learning experience because that’s what delivers life-changing impact. We use award-winning technology to deliver language, intercultural and communication skills training online and on the ground, to learners in more than 180 countries.
Our company was founded in 2007 with a dream to bridge the gap between the disparate worlds of education and technology. Our vision was to create an ‘EdTech’ company that harnessed cutting-edge technology to optimize instructor-led training (ILT) rather than replace it, as so many traditional eLearning providers have tried and failed to do. Our obsession was, and continues to be, empowering talented trainers to create transformative learning experiences.
Since our early years as a digital start-up, we’ve worked with hundreds of blue chips and international institutions across the world. Today our training services are used by more than 1,200 companies and by over 500,000 employees. We started in Spain however today we have offices across Europe and a team of more than 400 incredible professionals.
Your Opportunity
Please note that the internal job title for this particular role is Learner Success Manager.
The principal purpose of the Learner Success Manager is to ensure high-quality learner support during the life cycle of a training program. They need to communicate with learners throughout the duration of their training and coordinate with other Learnlight departments so that we meet and exceed training objectives and maximize learners’ progress and engagement during the program.
Learner Success Management (LSM) will interact and cooperate especially with Client Success Management (CSM) and Trainer Success Management (TSM) in supporting Learnlight learners to reach their goals with the best satisfaction possible. LSM will connect with CSM in case of situations that require interaction with our clients, such as escalations. TSM and LSM will get in touch to agree and define the specific needs of learners and follow up their programs, from schedule or trainer changes to attendance, through satisfaction.
- Reporting to Team Leader, Learner Success Management
- Work from home remotely
- This is a maternity cover contract with the possibility of becoming a permanent role
- Full-time working hours
Responsibilities
Learner Support
· Serving as the primary contact for Learnlight learners enrolled in language learning programs
· Managing a high volume of emails and calls, and responding to learner inquiries swiftly and effectively
· Acting as a Learnlight ambassador to increase learner engagement and motivation to use the platform, and helping learners maintain motivation to achieve their learning goals
· Handling learner inquiries such as schedule changes empathetically and providing timely notifications about program adjustments
· Building relationships with learners to enhance satisfaction levels
· Collecting, documenting, and acknowledging valuable feedback to share with internal teams
· Resolving issues with tact and diplomacy, promoting a positive experience
· Supporting learners in maximizing their program benefits
Program Success
· Understanding each client's training needs and program details to provide effective learner support
· Demonstrating independence and efficiency in meeting designated SLAs and completing tasks on time
· Utilizing the Learnlight Platform daily to monitor learner progress
· Ensuring a seamless learner onboarding experience
· Coordinating program adjustments within the Learnlight Platform
· Supervising program end dates
· Overseeing learner performance against program milestones, gathering comprehensive feedback on the Learnlight experience, and sharing insights with internal teams for product or service enhancements
· Reporting unusual learner requests to the CSM promptly
· Collaborating closely with the CSM and TSM ensuring maximum learner satisfaction
· Identifying potential risks while proactively brainstorming innovative solutions for challenges faced by learners
· Offering real-time, actionable feedback to enable the Product team to innovate and enhance core learning products
· Maintaining productivity metrics and quality standards according to established guidelines
Our Successful Candidate
Competencies
· Ability to multi-task, prioritize, and manage time effectively
· Exemplary customer service skills, including a positive, empathetic, and professional attitude toward learners at all times, and the capacity to handle difficult situations with tact and professionalism
· Ability to work collaboratively
· Commitment to Learnlight core values: enthusiasm, commitment, and initiative
Skills
· Advanced level of English and Italian
· Advanced level of Portuguese would be an advantage
· Proficiency in Microsoft Office 365
Our Culture
Work from home remotely.
Flexible Working: Learnlight is a fully distributed virtual business with staff in 30+ countries and offices in 9 European cities.
People-Powered Culture: We have a flat, modern, meritocratic culture that values enthusiasm, initiative, and commitment above all else.
Learning & Development: Access to language learning and soft skills training; ongoing professional development talks and masterclasses; culture of coaching and constructive feedback.
Diversity & Inclusion: Learnlight fosters an open, positive, and diverse community that welcomes talent regardless of gender, religion, ethnicity, sexual orientation, age or disability.
Community Events: We offer a range of social events including Virtual Drinks, Book Club, Teatime, and departmental and All Company meetups.
Your Application
We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. As we are a global company, we are looking for English communication skills for effective collaboration.
The personal data you provide will be processed by Learnlight in order to manage your candidacy for the recruitment process. Under the legal conditions, you have the right to access, rectify and delete the data, to limit its processing, to oppose its processing, and to its portability, via our contact email privacy-at-learnlight.com.
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