Learner Advocate

The Student Success Care Services team focuses on resolving general inquiries and non-technical issues through support email. As the role evolves, additional responsibilities may be assigned based on business needs.

This is a full-time salaried position that requires shift work, including evenings and weekends. Shift hours operate on a 24/7 schedule to ensure continuous support and coverage.

• Deliver exceptional care and support to learners and prospective learners, fostering their success in achieving learning goals.
• Proactively address learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively.
• Direct learners to relevant company resources, ensuring they have access to necessary tools, policies, and support services.
• Assist with new learner orientation, providing guidance on company policies, processes, and available resources.
• Review, interpret, and evaluate learner data and metrics to identify at-risk learners and provide tailored advice and interventions.
• Encourage and guide learners to take responsibility for their decisions and understand the impact of their actions on academic success.
• Maintain accurate records of learner interactions and relevant data as required.

• Work Level 1: Ensure learner registrations are accurate and compliant with company standards, including proper documentation.
• Process and manage learner information update requests via email.
• Handle tasks related to scheduling exams and providing exam-related information.
• Sort, prioritize, and respond to general information inquiries and requests.
• Address inquiries related to certifications, course updates, and course management.
• Provide detailed responses to product-related inquiries.
• Perform routine administrative tasks and provide additional support as directed.

• Work Level 2: Process and resolve refund requests in compliance with company policies and guidelines.
• Handle cases involving banned accounts and tip-offs related to Violations of Academic Policies (VAP).
• Provide top-notch support to premium customers, including enterprise clients, ensuring high-quality service and resolution.
• Address and resolve advanced tickets involving complex issues, technical bugs, or system errors.
• Monitor and identify recurring or new issues across multiple tickets (e.g., 4-5 similar cases) and escalate to the Team Lead for further action.
• Actively seek and contribute to implementing both proactive and reactive solutions to minimize the occurrence of potential problems.

• Proficiency in reading, writing, and comprehending English.
• Excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups.
• Strong attention to detail, coupled with exceptional analytical and investigative skills.
• Ability to work independently in a fast-paced, high-pressure environment.
• Outstanding multitasking and prioritization abilities to manage competing demands efficiently.
• Demonstrated commitment to teamwork and collaboration, particularly in a remote working environment.
• Basic knowledge of IT concepts and tools, with the ability to troubleshoot common technical issues.
• 2 years of experience in Customer Service Industry (Email and Chat)
• Prior experience working remotely
• Experience working with customer service ticket systems

This job is a work-from-home setup, requiring consistent internet connection with at least 100 mbps speed (having a backup is a plus).

Shift hours will be determined by the SSCS Team Lead.

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.