Learner Support Specialist

Job Title : Learner Support Specialist
Reporting to : Managing Director
Location : Remote
Job status : Full time
Placement : Permanent
Salary : Entry level
Start Date : Immediately

Being part of our amazing Learner Services Team

Our Learner Services Team is the essence of an extraordinary learning experience with The Health Sciences Academy. We love our learners and love to enrich their lives through dialogue about our certifications, science reports, printed packs, add-ons and SaaS products. Having detailed knowledge, we’re not just serving information, but we’re also making objective recommendations and helping them with their next steps and enrolment decisions.

We also ensure learner feedback flows to all teams in order to improve and innovate our services. We analyse support data, and always thrive to facilitate smooth and enjoyable learner journeys at The Health Sciences Academy. We are constantly thinking of new ways to make their experience better and better.

The Health Sciences Academy is aiming to be the gold standard for learner support in the education industry. We’re proud to say that our average response time is not days, but minutes. And we regularly hit 95% support satisfaction ratings!

Your opportunity

We're looking for a dedicated and reliable learner support wizard, with a love for servicing others and facilitating helpful answers. You’ll get to work with our amazing Learner Services Team who care deeply about strengthening relationships with our learners’, assisting them with complex (and not-so-complex) enquiries, and putting smiles on people’s faces all day.

As our Learner Support Specialist, you’ll get to be a learner’s first point of contact and viewed as the frontline of our educational organisation. You will be providing your helpful and empathetic support across multiple channels, including email, chats, social media, documentation and phone, keeping the needs of our learners at the forefront of every interaction and exceeding their expectations.

You’ll also get to work side-by-side with our genius tutors, tech team and Managing Director, having a seat at the table in important service-enhancement decisions. Through keeping tabs of learner satisfaction ratings, you’ll be inspired to improve the team’s success metrics each time.

This is an opportunity to share your enthusiasm for enriching learner journeys through dialogue and helpful answers, whilst learning all aspects of what makes a great team-player in a multicultural, fast-paced educational environment.

Your responsibilities include:

  • Familiarising yourself with our Learner Services systems as well as our digital platforms, certifications and products
  • Providing an amazing, personalised experience to each learner
  • Applying an educational approach and following the THSA communication standards
  • Effectively diagnosing and solving day-to-day learner concerns and issues related to our platforms, tech, products and services
  • Providing accurate data and feedback analysis to other teams in order to create better learner experiences
  • Building and improving systems and processes related to technical support
  • Updating and preparing helpful answers and tech-related content for our FAQs
  • Documenting processes, developing scripts and coming up with ideas and solutions to continuously improve every learner’s experience
  • Writing down and sharing best practices and “working knowledge” with others in the team (and company)

The work WILL be challenging… but it will NEVER be boring!

Your qualifications and experience:

  • Bachelor’s degree (or higher) from a top university

NOTE: While we take into consideration your education, it’s not the only thing that describes your talents. If you think you can do this job, and you can demonstrate it in something you’ve done (previous support work, an essay you’ve written about helping others, a relevant project you have led), then we want to hear from you.

Your strengths and competencies:

We are looking for applicants who can demonstrate:

  • Outstanding command of both oral and written English
  • Excellent communication and writing skills
  • Superior problem-solving skills and resourcefulness
  • Cooperative attitude and solution-oriented mindset
  • Ability to collaborate and work well in a team
  • Meticulous with excellent attention to detial (i.e. did you spot the typo?)
  • Impeccable spelling, grammar and punctuation – you dot the “I’s” and cross the “t’s”
  • Ability to quickly spot and fix inconsistencies in any form of content
  • Competent and comfortable with technology
  • Fast-learning abilities and eagerness to expand your skillset
  • Extremely organised and able to work both with a team and independently
  • Effective collaborator with outstanding cross-checking and proof-reading skills
  • Both methodical and fact-finding thinking
  • Motivated by communicating with learners and helping others all day, every day
  • Ability to adapt and improve methods of working so that any mistakes identified are not repeated
  • Love for science education and our subject areas is a ‘plus’!

Your profile

To be most successful in this role:

  • You enjoy making someone’s day, putting smiles on people’s faces, and making a difference in the lives of others.
  • You view every support interaction as an opportunity to acquire, retain or re-activate a happy customer (in this case, our learners).
  • You understand that the NEW customer support model in our digital era is a combination of excellent service, good problem-solving, ‘non-salesy’ sales, product education, timely tech and tutor support, and customer success.
  • You see ‘sales’ as an education about products and services. You care about each learner getting their questions answered and you want to be sure they have everything they need to make the right decision for themselves.
  • You love helping others by providing good answers to complex questions.
  • People see you as a caring, fast-acting and empathetic problem-solver.
  • You enjoy introducing order and structure into every answer you provide.
  • You don’t see customer support as an isolated role, but rather as a highly-involved seeker of information and resources from other teams.
  • You like to reassure others when there’s a problem or an unexpected situation. Diffusing negative emotions until something can be fixed or rectified is your talent.
  • You have a great memory and a unique ability to keep many things in your head at once.
  • You perform at your best in dynamic situations and instinctively know the right combination of people or resources to provide the best answer.
  • You like devising scripts, rules and procedures to help teammates fast-track their answers as well as you do.
  • When confronted with the unexpected or confusion, you are resourceful and look for productive ways to deal with it.
  • Before providing an answer, you’d investigate all variables, including the history of each customer and how previous similar situations have been handled.
  • When faced with a complex situation involving many factors, you enjoy arranging all the variables in the most coherent and helpful way possible.
  • You enjoy coordinating logistics and planning things in advance. You actively seek input and ideas from others.
  • Once you’re confident in what you need to do, you’re able to run with it and don’t need a lot of direction.
  • You talk in HOWs, not ifs, buts or maybes. You get things done. And you work with a smile.
  • Your attention to detail is second to none. You spot that needle in the haystack (or a typo) from a mile.
  • You’re passionate about helping others. You help your family, friends and always want to make time for others where possible.
  • You love collaborating and feedback (however harsh) is always welcome, either from your boss, a professor or peers.
  • When given a target or goal, you’re able to define the steps needed to make it happen AND you’re able to implement those steps yourself – even if everyone is on holiday.
  • When you have a deadline, you respect it. Because others depend on your work.
  • If at first you don’t succeed, you try again. And then again.
  • You’re dedicated, disciplined and committed. You can’t rest until you get it done.
  • You love sharing knowledge and new learnings with others in the team (and company).
  • You thrive with variety, and see it as an opportunity to learn even further.

What’s in it for you?

  • Learning directly from some of the most brilliant minds in science education and digital pedagogies
  • Professional development alongside our talented scientists, researchers, writers, developers and team members who are also keen to learn, grow and share their knowledge
  • High-impact role where you’ll manage day-to-day learner interactions
  • Making a meaningful contribution to thousands of students – plus their clients, families and friends!

What we offer

  • Working in our brand-new, riverside London offices
  • Having your own desk and office equipment
  • Continuing education opportunities
  • Mentorship from our leadership team
  • Career progression within the organisation
  • The chance to truly make a difference

We’re looking for someone who can craft pedagogically-rich, science-based content as easily as breathing air. We’re already impacting hundreds of thousands of people worldwide – and in the next few years this will be tens of millions. If you’re able to help us accelerate our growth, you’ll reap benefits beyond what many companies can offer.

Next steps

If you have the required expertise and wish to be considered for this exciting position, please apply with your CV and personal statement explaining why you would like to support our learners.

Highlight your passions, skills, and motivations for applying. Tell us how your skills and expertise would contribute to this stellar team. Also include links to any relevant work, presentations or writings you have created so we can see proof of your talents.

Apply Now

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Important: This is an in-office position, so please do not apply if you are not already living in or are willing to relocate to London.

For more details, visit our careers page.