Senior Learner Success & Outreach Lead (Remote)

Pathstream; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Flexible spending account (health)

Employee Assistance Program

Wellbeing apps (Ginger, Headspace)

Paid time off

Paid holidays

Parental leave

Disability insurance

Laptop provided

Remote-friendly culture

401(k)

Pet insurance

Job summary

Pathstream is expanding its Customer Support team and seeks a Senior Learner Support & Outreach Specialist to guide new learners through onboarding and provide proactive, white-glove support for certificate programs.

You’ll monitor engagement, design intervention strategies, and help develop AI-powered tools while surfacing opportunities to improve marketing, product, and learner experiences.

Qualifications

• 3–5 years in a high-touch, relationship-driven support role with at least 1–2 years in a senior/mentorship capacity
• Strong written and verbal communication with the ability to tailor tone for different learners
• Empathy and patience when supporting learners who are struggling or frustrated
• Demonstrated ability to quickly absorb and synthesize context across multiple clients/partners
• Comfort working with metrics and data to inform decisions
• Experience training or tuning AI/chatbot tools is a plus

Responsibilities

• Ramp up quickly on new client/partner programs and keep guidance accurate as programs evolve
• Guide new learners through onboarding and provide information, encouragement, and support
• Design and execute intervention strategies via email, SMS, and phone to improve retention and completion
• Track results of interventions and refine approaches based on what works
• Support AI-powered support tools to deliver faster, more accurate responses
• Surface learner feedback to Marketing, Product, and other teams to drive improvements
• Collaborate with Support, Program, Product, and Marketing to close the loop on issues

Skills

Relationship-driven support

Communication skills

Empathy

Analytics

AI tools feedback

Tools

AI-powered tools

Job description

Pathstream is expanding its Customer Support team and seeks a Senior Learner Support & Outreach Specialist to guide new learners through onboarding and provide proactive, white-glove support for certificate programs.

You’ll monitor engagement, design intervention strategies, and help develop AI-powered tools while surfacing opportunities to improve marketing, product, and learner experiences.