Learner Success Advocate

About Ziplines

Ziplines Education is a category-leading education company that partners with universities to deliver industry-focused certificate courses that prepare professionals for today’s digital-first workforce. Each year, we have the opportunity to help thousands of career advancers build the knowledge, skills, and credentials they need to move their careers forward. 92% of learners would recommend our programs, and our net promoter score is consistently in the excellent range. Together, we empower adult learners to confidently pursue the career they’ve always wanted.

About the team
Our learning team supports and guides our learners throughout their course experience. This team consists of learning designers, learner success advocates, live session facilitators, and career coaches. Employees on this team work in a variety of capacities, including full-time permanent and part-time contract. Navigating ambiguity, collaborating with team members, and taking ownership are necessary traits for success in the role. The learning team is essential to the success of Ziplines by supporting learners to achieve success in the course and in their career aspirations.

About the role
In this contract role, you will support and guide learners throughout their learning journey toward successful completion of their Ziplines program. You will work 15 - 20 hours a week for the duration of a cohort (10 - 12 weeks, depending on the course). The hours of your contribution will be flexible with the exception of 1-2 hours a week that you will be supporting your designated live cohort session or attending team meetings. 

You will manage learners throughout the duration of a Ziplines program. Your goal is to support, encourage, and creatively solve problems for learners so they may successfully complete the course. 

Communicate with and support your learners

• Serve as the learners’ primary point of contact whenever they encounter a challenge, need a motivational high-five, or require support getting back on track in the program.

• Lead cohort communication through the course Slack workspace and monitor email responses from learners. 

• Provide support in the form of direct messages, weekly group live sessions, and occasional one-on-one meetings. 

• Be the advocate for the learners throughout the course by unblocking their obstacles, gathering their feedback, and voicing their concerns to help improve the experience for current and future learners.

Moderate Live Sessions

• Moderate the live sessions by facilitating Zoom logistics, providing important announcements and adhering to the session learning objectives.

• Assist answering questions and promote learner engagement throughout these sessions. 

• Provide administrative support to the Live Session Facilitators during these sessions to support the success of learners.

• Partner with the Live Session Facilitators to host an excellent live session experience for our learners.

Track and Monitor Learning Progress

• Closely monitor and guide learner engagement, particularly at the beginning of the program to ensure all learners have access to the learning management system.

• Follow learners’ progress, administer grades, provide feedback and answer questions.

• Proactively identify “at-risk” learners and take appropriate action to engage and guide learner to successfully complete their course.

• Manage, document, and report on all learner records, grades, engagement/at risk metrics, and other pertinent data during the course

Qualifications 

• Minimum of 2 years in a customer-facing role (e.g., customer support, service, or success)

• Laptop or desktop computer with web camera and stable internet connection

• Capability of installing Zoom and Slack on a laptop or desktop

• Experience with subject matter experts of our courses is preferred or demonstrated ability to learn new subject areas quickly

• Experience working with CRM and LMS platforms, as well as other technology

• Experience working in a remote-based environment 

• Experience working in a startup environment is preferred, but not required

• Experience working in education is preferred, but not required

• You listen as much as you speak, understanding who we are and what’s important to us before jumping into action. 

• You dig working remotely. 

• You love being part of a killer team. 

To ensure fairness and consistency in our hiring process, we kindly ask all applicants to refrain from reaching out to our team members via LinkedIn, phone, or email regarding this position. All applications must be submitted through our job board, where they will be reviewed by our recruitment team. Thank you for respecting this policy and for your interest in joining our team. We look forward to reviewing your application.

Ziplines, Inc. is proud to be an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other protected characteristics under applicable law.