Learning Support Manager - Americas

The gap between what a university intends for its students and what those students actually experience is where the company operates. Our Learning Support Managers close that gap, working with academics to design better assessment and supporting them and their students throughout the semester.

The company is used by students in 50+ countries, and we are now bringing on our first university partners in the Americas. As Learning Support Manager for the region, you will be the person their academics work with: training them, helping them design assessment, and making sure they and their students get fast, expert support. The role is remote and covers 9am to 5pm Eastern Time, so universities across the Americas have someone on hand through their working day.

You will develop and deliver training sessions, workshops and webinars for academics, help them craft scaffolded, high-quality assessments grounded in good pedagogy, and build and improve the assessment templates they use. You will oversee support for the region, keeping our Help Centre and support documentation current, getting technical issues to the right team, and working with our Product team to develop our internal support tools. You will also own the relationship: checking in with academics at the end of each semester, running quarterly business reviews for priority accounts, leading our referral program, and bringing what you learn back to our Commercial, Sales, Operations and Product teams. You will have a real say in how the company supports academics in the Americas, backed by a Learning team that lives and breathes pedagogy.

WHAT SUCCESS LOOKS LIKE

In your first year, you will have

• Got our first Americas academics teaching with the company. Academics at our first universities in the region are trained, have their assessments live, and rate your sessions highly.

• Made support in the region fast and reliable. Queries from academics and students are answered within our targets, technical issues reach the right team with what they need, and the Help Centre covers what users in the Americas ask most.

• Raised the quality of assessment. The assessments you have helped design are scaffolded, grounded in good pedagogy and meet the company's learning quality standards.

• Kept academics coming back, and brought new ones in. Every partner has an end-of-semester check-in and a support plan for the next, quarterly business reviews run for priority accounts, and referrals are bringing new academics to the company.

Requirements

WHO YOU ARE

• Experience in learning design, academic development or university teaching, or in an education-focused customer success role.

• A strong grasp of assessment design and pedagogy, and the confidence to advise academics on it.

• Experience designing and running training, workshops and webinars for academics or other professional audiences.

• Fluent written and spoken English, with clear, warm writing.

• Comfort with software and learning platforms. You pick up new tools quickly and enjoy helping others do the same.

• You build trust with academics quickly, and keep those relationships warm across the semester.

• You stay organised across many academics, courses and deadlines at once.

• You turn what you hear from users into better resources, tools and processes.

• You are comfortable working remotely across time zones, with a team that is often offline while you are online.

• Bonus: you know higher education in North or Latin America, or have worked with an LMS like Canvas or Moodle.

Benefits

WORKING AT the company

The company is a small, globally distributed team working at the pace of a growth-stage company. You will join an experienced Learning team, be trained on the platform from day one, and have a real say in how we support our newest region. The role is remote, full time on a contractor basis, covering 9am to 5pm Eastern Time for the Americas. Even as a contractor we look to extend many of the same benefits for this role that we are able to provide to our employees in our hub cities, including paid annual leave and paid sick leave.