Learn Support Specialist - Remote Eligible

Outsourced Learn Support Specialist

This is a remote position. This company is a global community powered by peer learning, professional development, and meaningful connections. Their members—spanning executives, CEOs, and associates—turn to their resources and trainings to elevate their careers and unlock growth through high-impact learning experiences.

To continue delivering a best-in-class educational experience, they are seeking a highly organized, detail-oriented, and proactive Outsourced Learn Support Specialist to assist with their training operations, ensuring seamless class preparation, learner support, and session hosting. This role will play a critical part in ensuring learners have a frictionless experience, enabling them to focus on engagement and professional growth.

Key Responsibilities

Preparation & Execution

• Set up and manage courses, ensuring course materials, schedules, and access links are accurately configured.
• Prepare instructors and guest speakers by providing tech support, resources, and session guidelines in advance.
• Host virtual classes (via Zoom), ensuring sessions run smoothly, troubleshooting technical issues, and assisting with in-class engagement features (polls, Q&A, breakout rooms).
• Coordinate pre- and post-class communications with learners and instructors, ensuring clear expectations, timely reminders, and follow-ups.

Learner Support & Engagement

• Provide real-time support during classes to assist learners with technical issues or content-related questions.
• Respond promptly and professionally to learner inquiries via email, chat, and support channels regarding course access, materials, and scheduling.
• Track learner engagement and proactively follow up with those falling behind to ensure successful course completion.

Operational Excellence & Continuous Improvement

• Identify and escalate common learner challenges and technical issues to improve overall class delivery and operations.
• Maintain accurate learner and course data in the systems, ensuring reporting accuracy and engagement tracking.
• Suggest improvements to streamline processes and enhance the learner experience based on trends and feedback.

Performance Metrics & Success Criteria

Class Execution & Technical Support

• Class Setup Accuracy: Ensure 100% of courses are properly configured with correct schedules, access links, and materials before the session start date.
• Live Session Reliability: Ensure 99%+ uptime for hosted classes, resolving technical issues swiftly to minimize disruptions.
• Instructor Support Effectiveness: Provide timely and seamless technical assistance before and during sessions, ensuring instructors can focus on content delivery.
• Pre- and Post-Class Communication Completion: Ensure 100% of scheduled reminders and follow-ups are sent on time to learners and instructors.

Learner Support & Responsiveness

• Inquiry Response Time: Address learner questions and technical issues within 24 hours across email, chat, and support channels.
• Issue Resolution Rate: Successfully resolve 90%+ of learner support requests without escalation.

Operational Excellence & Process Improvement

• Error-Free Reporting: Ensure accurate tracking of attendance, learner inquiries, and technical issues in the systems.
• Process Efficiency: Identify and recommend at least one process improvement per quarter to streamline class execution and learner support.
• Escalation Management: Proactively escalate unresolved or recurring technical issues to the appropriate team, ensuring timely resolution.

Tools & Collaboration

• Their Member Hub for course setup and learner tracking.
• Zoom for hosting and managing virtual classes.
• CRM to track and manage learner inquiries efficiently.
• Slack & Internal Collaboration Channels for coordination with the company's learning and support teams.

Requirements

This role is not just an operational support function—it's a key player in the learning experience team. The ideal candidate is:

• Detail-Oriented & Highly Organized – Ensures no gaps in course setup, communications, or execution.
• Tech-Savvy & Adaptable – Comfortable managing virtual learning tools, troubleshooting live sessions, and keeping systems up to date.
• Proactive & Solutions-Focused – Anticipates learner needs and continuously looks for ways to improve processes.
• Strong Communicator – Engages with learners, instructors, and internal teams clearly and professionally.
• Learner-Centric – Passionate about helping professionals succeed through education.

Why This Role Matters

This role is critical to the company's success in delivering an exceptional learning experience. By ensuring seamless class execution, learner engagement, and proactive support, the Outsourced Learn Support Specialist will:

• Ensure flawless class operations so instructors and learners can focus on learning.
• Reduce technical barriers to participation, keeping sessions running smoothly.
• Improve learner retention and success rates through responsive and proactive support.

Benefits

• Salary range $1500 - $2000
• Remote from anywhere in Latam