[Hiring] Learner Experience Coach @Recruitment Legends

Role Description

The LX Coach serves as the consistent human presence and primary relationship anchor for learners moving through their multi-phase educational pathways. Managing a portfolio of up to 50 learners, the Coach acts as the first line of support, actively building cohort community and maintaining meticulous data records across platforms like Salesforce, Retool, and HESK. This role ensures candidates remain engaged, informed, and accountable from onboarding to programme completion.

Duties & Responsibilities

• Maintain consistent, proactive contact with a portfolio of up to 50 learners across various programme phases.
• Serve as the first point of contact for learner queries, academic or personal challenges, and support ticket triage via HESK.
• Log, update, and manage complete learner records in Retool and Salesforce to ensure seamless data tracking and M&E compliance.
• Write clear, warm, and highly professional communications across digital channels like email, Slack, Circle, and WhatsApp.
• Identify at-risk learners early, routing and tracking appropriate internal escalations or external support interventions.
• Build cohort identity, belonging, and community engagement through regular peer connection moments and celebrations.
• Collaborate daily with peer coaches, project managers, and lab leads to share cohort health insights and support strategies.

Qualifications

• Experience building supportive, trust-based relationships with young people within a coaching, educational, or workforce context.
• Strong data management skills with comfort using CRM systems, databases, or learner tracking software.
• High-level written and verbal communication skills, with the ability to model professional standards.
• Confident, personable, and capable of holding difficult accountability conversations with warmth and clarity.
• Strong customer-service orientation that puts the learner at the center of every interaction.
• Highly organized and self-directed, capable of managing complex portfolio touchpoints independently.
• Familiarity with Retool, Salesforce, HESK, Circle, Slack, or similar remote platforms.
• Background in youth employment, learnerships, or workforce development initiatives.