Customer & Learner Experience Specialist I, Innovation (Hybrid)

Job Title 

Customer & Learner Experience Specialist I, Innovation (Hybrid)

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

About the University Partners (UP) & Innovation Group

Kaplan North America’s University Partners (UP) & Innovation group validates, incubates, and scales new businesses and products through both B2B2C and B2C models in partnership with leading higher education institutions. The UP & Innovation group’s vision is to reinvent and lead the market for non-degree higher education programs by providing students with the best college- and career-focused educational experiences in partnership with the world’s most respected and innovative universities. We deliver exceptional, brand-enhancing value to our partners and inspire students everywhere to build futures out of their passions by providing exceptional learning experiences along the path to college and career. 

Role Description

The UP & Innovation Group’s Customer & Learner Experience Specialist (CLX Specialist) is responsible for supporting the end-to-end experience of retail customers (students/parents/institutions) and learners (students) of the UP & Innovation Group’s learning products and services. The CLX Specialist’s work will enable the UP & Innovation team to continue delivering high-quality learner and purchaser experiences while scaling multiple business lines to achieve aggressive growth targets. Reporting to the CLX Manager, the CLX Specialist will provide exceptional front-line, multi-channel support, amplify the voice of customers, reduce friction, and ensure delightful experiences at all stages of the customer/learner journey. CLX Specialists may also contribute to the CLX team’s broader needs for knowledge management, training, CRM optimization, process improvement, and employee engagement. A successful candidate will be hard-working, fast-learning, empathetic, collaborative, and passionate about delivering experiences of exceptional quality.

Primary Responsibilities

• Execute and take ownership of the end-to-end experience or “journey” of customers/learners across Innovation Group products/programs.

• Deliver delightful, multi-channel support (primarily written communication via email, SMS, live chat) to customers/learners throughout every stage of their pre- and post-enrollment journeys.

• Triage inbound contacts via shared inboxes, responding directly when appropriate 

• Set clear expectations for customers/learners about our programs and policies; troubleshoot technical support and service issues; and document pertinent information to ensure continuity of care throughout each customer/learner’s journey.

• Handle outbound one-to-one customer-/learner-facing communications, including for application issues, cohort cancellation/retention, Group deals, and any other one-to-one outbound communications as necessary.

• Manage late-onboarding, extensions, partner-referral/ Group deal manual enrollments, and other off-cycle journey- and records-management for customers/learners.

• Represent Kaplan and our partners professionally and in alignment with brand values, resolving customer issues quickly and effectively, providing product expertise and support, and using every interaction to help turn each customer into a raving fan.

• Stay informed about rapidly evolving UP & Innovation Group businesses, product development, and requirements; utilize templates and knowledge management tools to deliver appropriate responses to a wide range of inquiries across a diverse portfolio of programs/partners.

• Collaborate with part-time Mentors/Coaches and other internal/external partners to handle escalations, coordinate support, and deliver a seamless experience for each learner.

• Provide direct support to internal and external partners to quickly resolve customer/learner-facing escalations.

• Work with the CLX Manager and Innovation Technology team to implement and user-test new tools, systems, and channels.

• Other duties as needed to support the UP & Innovation Group’s customer and learner experience goals.

• Hybrid Schedule: 3 days remote / 2 days in office

• 30-day notification period preferred

Minimum Qualifications

• Bachelor’s degree

• Excellent customer service instincts; prioritizes and champions customer delight

• Excellent written and verbal communication skills and ability to adjust written and verbal communication to fit a variety of contexts, audiences, and channels

• Demonstrated proficiency in multi-channel digital contact ticket resolution, including email, SMS, live chat, and phone

• Track record of success working remotely to deliver high-quality customer experiences and achieve key performance metrics

• Track record of getting a variety of things done with both speed and fidelity; extremely high attention to detail, even when pivoting among multiple channels and tasks

• Demonstrated ability to quickly master new assignments, systems, and processes

• Enjoys working in a dynamic, fast-paced environment in which the work and requirements are ever-changing and everyone works hard to exceed shared goals

Preferred Qualifications

• Experience in or interest in joining a start-up environment or Agile organization

• Exceptional attention to detail

• Work and solve problems independently but also seek and accept help when needed

• Ability to flex working hours in order to meet business objectives (e.g., working some evening/weekend shifts especially during peak season)

• Experience working remotely

• Experience in a CRM (especially Hubspot Service)--helpful but not required

• Multi-channel B2C sales experience--helpful but not required

• Must love people, education, and learning

#LI-Remote

#LI-RS1

Location

Bangalore, KA, India

Additional Locations 

Employee Type

Employee

Job Functional Area 

Learning Science

Business Unit

00072 Kaplan Test Prep

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws. 

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