Empower learners to succeed by delivering exceptional support and building lasting relationships.
Remote | Part-Time ➔ Full-Time
About this position
As a Customer Success Associate, you'll be the bridge between our learners and our team. Your mission is to ensure every learner has a smooth, engaging, and successful experience—from onboarding through course completion. You'll solve problems, gather valuable feedback, and advocate for our users while helping shape a customer-centric culture across the company.
Responsibilities
Guide new learners through onboarding and help them get the most from the platform.
Provide timely, empathetic support via email, chat, and other communication channels.
Resolve user issues by collaborating with Product, Engineering, and Content teams.
Monitor learner progress and proactively reach out to users who may need additional support.
Collect, organize, and communicate customer feedback to improve products and services.
Create and maintain help articles, FAQs, and support documentation.
Track customer satisfaction metrics and identify opportunities to improve the learner experience.
Assist with webinars, community events, and learner engagement initiatives.
Identify recurring support issues and recommend scalable solutions.
Build strong relationships with learners and become a trusted advocate for their success.
Requirements
2+ years of experience in Customer Success, Customer Support, Account Management, or a similar customer-facing role.
Excellent written and verbal communication skills.
Strong empathy and a genuine passion for helping people succeed.
Ability to manage multiple conversations and priorities in a fast-paced environment.
Excellent problem-solving and organizational skills.
Comfort using customer support platforms such as Intercom, Zendesk, HubSpot, or similar tools.
Ability to work independently in a remote-first team.
Nice to have
Experience working in EdTech, SaaS, or online learning platforms.
Knowledge of customer success metrics such as CSAT, NPS, and retention.
Experience managing online communities or learner groups.
Basic analytical skills for identifying support trends and opportunities.
Experience creating customer education or help center content.
Familiarity with CRM systems and customer lifecycle management.
