[Hiring] Learner Support Specialist @Learnlight

Role Description

In this exciting career opportunity, you’ll be reporting to the Learner Support Manager, on full-time hours and working from home remotely.

As a Learner Support Specialist, you’ll have a direct impact on supporting Learnlight learners to reach their goals with the best satisfaction possible. Collaborating with our Client Success Management (CSM) and Trainer Management (TM) teams you’ll play an essential role in:

• Being the primary point of contact for learners, managing a high volume of enquiries and cases via email, calls, and the Dynamics CRM ticketing system, while providing timely, accurate, empathetic, and solution-focused support from initial contact through to resolution.
• Supporting learners throughout their learning journey, helping them stay motivated and achieve their goals by guiding them on learning platforms, tools, resources, and program requirements.
• Managing and documenting learner interactions and feedback, maintaining accurate records in Dynamics CRM, acknowledging learner concerns, identifying potential causes of dissatisfaction, and sharing relevant feedback with internal teams.
• Resolving and escalating learner issues, handling complex or sensitive situations with tact and diplomacy, escalating high-impact issues to the appropriate internal teams, and ensuring appropriate follow-up through to resolution.
• Coordinating learner and program-related requests within the Learnlight Platform and collaborating closely with CSM and TM to support successful learner outcomes.
• Working independently and efficiently to meet operational standards, consistently achieving designated SLAs, productivity targets, and quality standards while contributing to a positive and consistent learner experience.

Qualifications

• Advanced proficiency in both Dutch and English languages; additional languages are a bonus.
• Customer service skills: positive, empathetic, and professional attitude towards learners at all times.
• Ability to multi-task, prioritize and manage time effectively.
• Capacity to handle difficult situations with tact and professionalism.
• Proficiency in Microsoft Office 365.

Benefits

• Work-Life Balance: Benefit from our remote work from home culture, with options to collaborate with colleagues in regional offices (if applicable). Enjoy generous paid time off including public and personal holidays and two company-wide days off per year to recharge.
• Learning & Development: Access to language learning, masterclasses and professional development opportunities with a culture of coaching and constructive feedback.
• Community Events: Make new friends and connect with colleagues at virtual wellbeing sessions, team-building activities and informal social clubs.
• Cultural Collaboration: Our Intercultural Assessment provides valuable insights to help you build collaboration across diverse cultures.
• Recommend a Friend: Earn a bonus by referring talented professionals to join Learnlight through our referral program (conditions apply).

Company Description

Learnlight is an EdTech company that believes in putting people first. We take every opportunity to do that with enthusiasm, initiative, and commitment. We find joy and deep satisfaction in delighting our clients, empowering our learners, and helping our team to excel in everything they do.

Our mission is to help organizations develop human skills to understand, empathize, and connect effectively with others in the global workplace. We exist to close the gap between strategy and execution by building communication skills that make companies collaborate more effectively: language, cultural intelligence, and interpersonal fluency. We do this through a combination of best-in-class trainers and a leading, AI-powered platform. Combined with a long-term, sustainable approach, we aim to safeguard our people, the communities we serve, and our planet.