Learner Success Agent

Voxy’s Learner Success Agent will be responsible for supporting the needs of our learners to ensure that they stay motivated and engaged throughout their course experience. As a part of the Learner Success Team, the agent will constantly be engaged with learners, and, in turn, will share insight with the entire Voxy team to help improve the learning experience. In the interactions with students, agents

  • are supportive and encouraging throughout the learning process,
  • are able to give advice and tips on how to reach their goals,
  • patient, amiable, and good listeners
  • engage them to participate and submit their ideas/feedback, and
  • are confident and proactive but not pushy.

The agent will report to the Learner Engagement & Assessment Manager, and together they will find ways to provide effective, better quality support for all our learners. The agent should be well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email, live chat, and phone calls.

Responsibilities:

  • Manage large amounts of incoming emails, live chats, and phone calls
  • Identify and assess learners’ needs (technical, pedagogical, and motivational, in nature)
  • Correctly tag customer interactions
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Handle complaints and provide appropriate solutions and alternatives within time limits
  • Follow up to ensure resolution

Qualifications:

  • Must be able to work weekends and have flexible hours
  • Proficiency in Spanish and English
  • 2+ years work experience in an education-related field
  • A people-person that can exercise diplomacy, tact, and grace under pressure when working through customer issues
  • Strong verbal and written communication skills, with a particular expertise in writing simply and concisely
  • Have a passion for language-learning (to empathize with our learners!)
  • Proficiency in Portuguese a plus
  • Experience teaching English a plus
  • Experience working remotely a plus

This is a remote, part-time position with the potential to build to full-time.


See Inside the Office of Voxy

Voxy provides truly personalized English-language instruction to corporations, educational institutions, and governments across the globe. Based on more than 30 years of academic research, Voxy’s solutions meet the needs of each user by combining patented technology that adapts lessons in real time with personalized live instruction—all delivered in a fully mobile experience.


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