Learner Services Associate (Contract)

Coursera, Mountain View, CA

Education-focused technology company

Coursera envisions a world where anyone, anywhere can transform their life by accessing the world’s best learning experience. In just five years we’ve brought over 2000 courses to over 26 million learners worldwide, and we’re just getting started.

You will be part of a team responsible for supporting learners who are enrolled in online degrees and certificates programs and expanding affordable access to learners worldwide. With a blend of top notch communication skills, creative problem solving abilities and a passion for helping learners succeed,  you will empower learners to achieve their goals with Coursera.

As part of the Product Services team you will work closely with our Product, and Engineering teams, Program Managers and University Partners to create the best learning experience for non-traditional students around the globe.

Your Responsibilities:

  • Provide meaningful interaction with learners via email, webinars or other communication channels and provide them with high quality support
  • Troubleshoot to quickly resolve learner issues
  • Become an expert in the support experience for learners on Coursera
  • Create and maintain scalable operational resources and workflows to support online degree and certificate learners
  • Develop new team techniques and strategies that increase efficiency and deliver a better learner experience with clear metrics to measure success
  • Partner with key cross-functional Coursera stakeholders to enable student services projects and meet external program milestones
  • Act as the voice of the learner, advocating for product and policy improvements which reduce friction and increase retention rate in the degree and certificate experiences

Your Skills:

  • 1+ years of experience providing learner-facing services such as student advising, academic support or career counseling
  • Strong critical thinking and exceptional technical problem solving skills
  • Exceptional written and verbal communication skills
  • Proven success at collaborating within diverse, cross-functional team
  • Comfort with internal tools and operations and proven ability to improve workflows
  • Excellent excel skills and ability to manipulate data for reporting purposes
  • Data-driven approach to decision making and comfort with tracking toward metrics
  • Ability to manage projects successfully in a fast paced startup environment with tight timelines
  • Experience either as a learner or provider of online degrees or credit-bearing certificates preferred

If this opportunity interests you, you might like these courses on Coursera:

About Coursera

Coursera is an education-focused technology company that connects millions of learners around the world with the skills and knowledge they need to transform their lives and careers. We're providing access to top-quality university-level education at a previously unimagined scale, empowering learners, organizations, and enterprises to build the skills they need to succeed in the 21st century. 

Want to learn more about Coursera? Visit https://www.coursera.org/