Customer Service Representative

Role Overview:

We are looking for a customer-focused, enthusiastic, and persuasive Customer Support Associate to join our U.S. team. In this role, you will proactively reach out to enrolled learners via phone and email, guiding them through their learning journey, addressing concerns, and ensuring they stay engaged and on track to complete their programs.

This is not a technical support or product troubleshooting role — instead, you’ll serve as a friendly, reliable point of contact to boost learner success and satisfaction.

Key Responsibilities:

• Conduct regular outbound calls to learners to:
• Welcome them to the program.
• Remind them of upcoming classes or milestones.
• Encourage participation and course completion.
• Follow up with inactive or at-risk learners to understand challenges and offer support.
• Provide clear, empathetic guidance to help learners navigate their journey.
• Log all learner interactions and status updates in the CRM (e.g., Salesforce).
• Collaborate with internal teams (operations, academic advisors, etc.) to address learner needs.
• Share learner feedback and insights to help improve the overall learner experience.
• Manage feedback and Testimonials from the learner

Requirements:

• 1–2 years of experience in customer support or learner engagement roles.
• Strong spoken and written communication skills, with a clear, friendly phone presence.
• Self-motivated with a learner-first mindset and high attention to detail.
• Ability to multitask, manage time effectively, and work independently in a remote setup.
• Experience using CRM tools like Salesforce, HubSpot, or similar is a plus.
• Comfortable working in EST time zone, morning 8 AM to 4 PM