Learner Support Associate

Role Purpose

As A Learner Support Associate, you will play a crucial role in overseeing the successful execution of our live education initiatives, ensuring smooth operations, seamless collaboration with our customer success team, and exceptional learner experience. This role requires an exceptional operational mindset and logical thinking to deliver on clients requests. You’ll also be responsible for learner management within our Data Literacy Academy Hub application, executing end-to-end processes with a meticulous attention to detail. Allowing our education team to deliver our live learning experiences confidently at a high-level to engaged learners. You’ll also take ownership of our learner support system, including managing incoming requests, assigning and tracking tickets, ensuring timely resolution, and analysing trends to improve service efficiency and learner satisfaction.

This role is perfect for someone who thrives on logical and cross-functional thinking, proactiveness, and an operational mindset. You’ll oversee learner support, training, and day-to-day support for our educators and facilitators, as well as help establish consistent delivery practices across our sessions. You’ll also act as a key bridge between Education, Sales, and Customer teams when it comes to scheduling, resourcing, and delivery readiness.

Key Responsibilities

Learner Management Within Data Literacy Academy Application

• High-level knowledge of the Data Literacy Academy Hub in order to deliver a programme end-to-end
• Versatile and agile thinking managing multiple programmes across multiple clients in the Hub
• Awareness and knowledge of all educational resources and their place in the Hub

Learner Support System Management

• Keep track of trends and opportunities for iteration based on incoming learner support requests
• Feel empowered to build on process already in place to optimise feedback and thus learner satisfaction
• Deliver programme onboarding and other sessions, aimed at giving learners the tools and information to be successful in Data Literacy Academy programmes

Cross-Functional Coordination

• Work with the Customer Success team to ensure a close feedback loop from learners as well as any project updates relevant to that team
• Liaise with wider Customer and Sales to align on client needs and scheduling/delivery priorities.
• Support new content launches and education amendments through seamless learner interaction

Process Improvement & Documentation

• Document & grow the departments knowledge base and processes through Notion, monday.com and other tools
• Propose improvements to learner management through a fresh perspective & lens
• Identify repeatable tasks that could benefit from automation or clearer process design.

Tools & Skills

Essential

• Experience in customer or client service roles previous (Preferred)
• Highly organised and able to manage multiple tasks and workstreams 
• Strong relationship-building and interpersonal skills
• Familiarity with MS Teams and Monday.com

Nice to Have

• Previously operated In a programme delivery function delivering services to clients
• Comfort using Notion, Google Suite, and other LMS systems
• Familiarity with working in a high-growth, fast-paced startup environment
• Confidence in running training sessions or onboarding processes

You’ll thrive in this role if…

• You love making others happy, providing a positive environment and delivering services to give others a positive experience.
• You’re a pragmatic thinker, who can proactively make correct decisions when faced with multiple priorities
• You’re comfortable owning processes that have large dependencies on delivery of programmes but are equally recognised for them.
• You take pride in strong documentation and building systems that provide top level service.
• You’re excited to work in a mission-driven start-up where you can take ownership, grow fast, and help shape how we scale.

What You’ll Love About Working Here

• The opportunity to be part of a forward-thinking team dedicated to significantly impacting the level of data literacy in the enterprise business world.
• A dynamic, fast-scaling and collaborative environment where your contributions are valued and can drive real change.
• Engagement with a diverse range of enterprise clients, offering unique challenges and learning opportunities.
• A remote-first working model with 2 days per month in-office in Birmingham
• Enhanced Maternity and Paternity leave
• 25 days holiday

Ready to Apply?

We’re excited to learn more about you and how you’ll help us shape the future of customised learning. If this sounds like your next challenge, don’t hesitate to apply!

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