Key skills
Time ManagementCustomer Success
About this role
Role Overview
- Provide excellent customer service to our clients and learners
- Monitor and respond to incoming requests using various back-end operational tools
- Provide cross-team support
- Report directly to the VP of Education, Engagement, and Operations
- Support with onboarding for non-coaching learners and enrollment across various clients
- Assist with learner re-enrollment through calling campaigns
- Provide over-the-phone support for learners via Aircall
- Provide operational support for Customer Success and Channel Partner teams
- Identify opportunities for process improvement and increased efficiency within operational workflows
- Help implement best practices to streamline internal processes
- Collaborate with EnGen team members to boost seat utilization and learner engagement
- Attend internal meetings and perform other tasks as assigned
Requirements
- Bilingual fluency in English and Spanish (spoken and written)
- A strong passion for helping learners overcome English as a barrier to achieving career advancement, economic mobility, and a better quality of life
- Strong organizational and time management skills
- Ability to communicate effectively at all levels, with exceptional writing skills
- Strong customer service skills and cross-cultural sensitivity
- Minimum of 2 years of experience in customer service, operations, or a similar field
- Comfortable using Microsoft Excel for basic tasks such as data entry, sorting, and simple formulas
- Experience with mass digital communications tools (e.g., HubSpot, Salesmsg, Freshdesk)
- Action-oriented, with a strong sense of urgency
- Proactive and able to take initiative without strict guidance