Customer Experience Specialist (Contractor Role)

About the Role

As a Customer Experience Specialist in our Academy division, you are the guardian of student success for our premium programs. This dynamic role sits at the intersection of community management, customer success, and project management. You are not just resolving inquiries; you are guiding learners through a transformative journey.

You will act as the primary touchpoint for our students, supporting them from onboarding to graduation. This involves guiding customers on live calls—moderating chat and providing on-camera live Q&A support—and ensuring they remain engaged and successful in their learning goals. Additionally, you will become a Subject Matter Expert (SME) in one of our core content pillars, meaning a genuine passion for personal development is a must. You will provide white-glove support while owning the feedback loop that drives the evolution of our products.

Responsibilities

Community Management & Support

• High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience.

• Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners.

• SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community.

Customer Success & Voice of the Customer (VoC)

• Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention.

• Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals.

• Feedback Loops: aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program.

Program Administration

• Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions—from calendar invites to resource uploads—are completed in a timely manner.

• Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform.

Process & Technical Improvement

• Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform.

• System Optimization: Collaborate with tech teams to implement tools that solve recurring student issues, reducing friction and manual administrative work.

Technical Competencies

• Data Literacy: Ability to interpret survey data and NPS scores to create clear, written reports for leadership (Google Sheets/Excel proficiency).

• Project Management Tools: Comfortable using ticketing and task management systems (e.g., Jira, Asana) to track deliverables and program timelines.

• Virtual Event Platforms: Proficiency in Zoom (webinar settings, breakout rooms, moderation controls) and familiarity with community platforms (e.g., Circle, Facebook Groups).

• Support Platforms: Experience with helpdesk software (Zendesk, Intercom) is a strong plus.

Soft Competencies

• Attention to Detail: A meticulous eye for spotting errors in processes, scheduling, or inconsistencies in quality standards.

• Empathy & Coaching: The ability to work with customers and peers in a way that is supportive, constructive, and encourages growth.

• Problem Solving: A relentless drive to fix the "root cause" rather than applying quick fixes.

• Communication: Exceptional skill in translating complex problems into understandable and actionable advice for students and stakeholders.

• Adaptability: Comfortable working in a fast-paced environment where priorities may shift based on real-time data.

Experience

• Bachelor's degree in a related field (preferred).

• 2+ years of experience in Community Management, Customer Success, or EdTech support.

• Proven experience moderating live virtual events or webinars (comfortable on camera).

• A strong personal interest in personal growth and development (familiarity with the company content is a distinct advantage).

• Experience working with premium or high-ticket customers is highly desirable.

The company is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.

About the Role

As a Customer Experience Specialist in our Academy division, you are the guardian of student success for our premium programs. This dynamic role sits at the intersection of community management, customer success, and project management. You are not just resolving inquiries; you are guiding learners through a transformative journey.

You will act as the primary touchpoint for our students, supporting them from onboarding to graduation. This involves guiding customers on live calls—moderating chat and providing on-camera live Q&A support—and ensuring they remain engaged and successful in their learning goals. Additionally, you will become a Subject Matter Expert (SME) in one of our core content pillars, meaning a genuine passion for personal development is a must. You will provide white-glove support while owning the feedback loop that drives the evolution of our products.

Responsibilities

Community Management & Support

• High-Touch Engagement: Provide premium support both asynchronously (via email/community platforms) and synchronously (during live sessions) to ensure your cohort receives a world-class experience.

• Live Event Moderation: Act as a key figure during live sessions, managing the chat, facilitating on-camera Q&A, and ensuring a safe, energetic environment for learners.

• SME Leadership: Leverage your deep knowledge of the specific program content to answer complex learner questions and foster meaningful discussions within the community.

Customer Success & Voice of the Customer (VoC)

• Blocker Removal: Proactively identify and address learning blockers. Flag potential curriculum or platform issues to curriculum owners and internal leadership to ensure they are resolved before they impact retention.

• Success Advocacy: Monitor student progress and intervene when learners fall behind, ensuring they have the resources and encouragement needed to succeed in their goals.

• Feedback Loops: Aggregate student sentiment and survey data to provide actionable insights to product teams, ensuring the "Voice of the Customer" shapes future iterations of the program.

Program Administration

• Operational Execution: Ensure the program is delivered without a hitch. Manage the logistical side of the cohort, ensuring all actions—from calendar invites to resource uploads—are completed in a timely manner.

• Resource Management: Verify that all learning materials are accessible and that students have clear guidance on how to navigate the platform.

Process & Technical Improvement

• Operational Excellence: Identify opportunities for workflow improvements and automations. Work with internal stakeholders to drive operational excellence in both our internal processes and the customer-facing platform.

• System Optimization: Collaborate with tech teams to implement tools that solve recurring student issues, reducing friction and manual administrative work.

Technical Competencies

• Data Literacy: Ability to interpret survey data and NPS scores to create clear, written reports for leadership (Google Sheets/Excel proficiency).

• Project Management Tools: Comfortable using ticketing and task management systems (e.g., Jira, Asana) to track deliverables and program timelines.

• Virtual Event Platforms: Proficiency in Zoom (webinar settings, breakout rooms, moderation controls) and familiarity with community platforms (e.g., Circle, Facebook Groups).

• Support Platforms: Experience with helpdesk software (Zendesk, Intercom) is a strong plus.

Soft Competencies

• Attention to Detail: A meticulous eye for spotting errors in processes, scheduling, or inconsistencies in quality standards.

• Empathy & Coaching: The ability to work with customers and peers in a way that is supportive, constructive, and encourages growth.

• Problem Solving: A relentless drive to fix the "root cause" rather than applying quick fixes.

• Communication: Exceptional skill in translating complex problems into understandable and actionable advice for students and stakeholders.

• Adaptability: Comfortable working in a fast-paced environment where priorities may shift based on real-time data.

Experience

• Bachelor's degree in a related field (preferred).

• 2+ years of experience in Community Management, Customer Success, or EdTech support.

• Proven experience moderating live virtual events or webinars (comfortable on camera).

• A strong personal interest in personal growth and development (familiarity with the company content is a distinct advantage).

• Experience working with premium or high-ticket customers is highly desirable.

The company is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.