Learner Service Specialist

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.

The Role

At Ziplines Education, our learners are at the heart of everything we do. As the Learner Service Specialist, you’ll play a crucial role in enhancing learner satisfaction and retention. Reporting to the Director of Learner Success, you’ll proactively address any student concerns or challenges, identifying issues before they become a problem. You will manage and drive service requests to timely completion, ensuring a consistently high level of service quality. In this role, you’ll collaborate across departments to resolve issues with empathy and efficiency, all while identifying opportunities to continuously improve our service processes and learner experience.

Who you are

You are a supportive, empathetic, proactive person who thrives in a fast-paced, dynamic environment, always putting the learner first. With a solution-oriented mindset, you can resolve issues efficiently while ensuring learner satisfaction. Naturally tech-savvy and inquisitive, you quickly learn new concepts and are motivated to optimize processes that enhance the learner experience. You balance working independently with contributing to a team, easily navigating ambiguity. Passionate about education and helping others succeed, you are driven to support learner satisfaction and retention.

• Experience in customer-facing roles (at least 5 years preferred), directly handling inquiries, complaints, or issues from customers.

• Experience in a fast-paced environment where they had to make quick yet thoughtful decisions and craft responses under pressure.

• Demonstrated commitment to delivering an exceptional customer experience and delivering personalized service.

• Demonstrated ability to use data and inputs to identify potential challenges or issues and proactively solve them.

• Ability to empathize and connect with the customer’s frustrations and validate their feelings.

• Clear and effective verbal and written communication skills to articulate issues, solutions, and apologies as necessary.

• Critical thinking is to analyze the root causes of conflicts and determine the best path forward.

What you’ll do

Ensure learner satisfaction and retention: 

• Proactively manage service requests across multiple channels, serving as the primary point of contact for learners with a focus on providing timely and effective support.

• Anticipate learners’ needs, identifying potential pain points or challenges and solving them before learners even ask.

• Monitor and respond to learner feedback to foster positive engagement and satisfaction while identifying recurring concerns to recommend improvements.

Collaborate with internal teams and university partners:

• Collaborate with internal teams and university partners to ensure timely, accurate resolutions that balance learner needs with company policies.

• Proactively gather feedback from learners and partners to identify service improvement opportunities and communicate key trends to leadership for continuous improvement.

Improvement of learner services processes: 

• Document common use cases and develop standard operating procedures (SOPs) to enhance service consistency, efficiency, and quality.

• Monitor service performance data to identify trends, track response times, and ensure service standards are met, using insights to drive improvements in service efficiency and the learner experience.

Our core values

• Focus on outcomes — students come first, always.

• Be trustworthy — deliver, be honest, have our backs.

• Be humble — we’re in this together.

• Be curious — continuous learning drives innovation.

• Be you — diverse thinking creates opportunity.

• You value and will contribute to a transparent, no B.S. culture.

Perks and benefits at Ziplines Education (full-time employees)

• Equity: Ownership is a core value, and each full-time employee can invest in Ziplines Education via a stock option (equity) grant, which will vest across four years.

• Time off: We offer a flexible paid time off policy, in addition to 10 paid holidays.

• Flexible, remote work environment: We are a fully distributed team with folks all over the U.S. We meet as a full team at least one time per week and have in-person gatherings or team offsites one or more times per year.

• Family health and wellness: Choose from a range of medical, dental, and vision insurance plans (premiums start at $0/month) for yourself or your family.

• 401K: We know your future self will thank you when you start contributing to your company-sponsored 401k.

• Plus, additional benefits we’d be happy to share with you during the hiring process.

The salary range for this role is $60,000 - $70,000 USD annually. Individual compensation packages are based on several factors unique to each candidate, including their skills, location, experience, qualifications, and other job-related considerations.

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.