Customer Experience Specialist (Contractor Role)

Role overview

The Customer Experience Specialist serves as a guardian of student success within an educational program division, blending community management, customer success, and project management responsibilities. This contractor role centers on guiding learners from onboarding through graduation, including moderating live virtual sessions and acting as a Subject Matter Expert in a core content pillar. The position combines high-touch learner support with operational ownership of cohort delivery.

Responsibilities

- Deliver premium support across asynchronous channels (email, community platforms) and synchronous live sessions, ensuring cohort participants feel guided throughout their learning journey - Moderate live virtual events by managing chat, facilitating on-camera Q&A discussions, and maintaining a safe, energetic environment for learners - Function as a Subject Matter Expert on assigned content, answering complex questions and fostering meaningful community discussions - Proactively identify and address learning blockers, escalating curriculum or platform issues before they affect retention - Monitor student progress, intervene when learners fall behind, and connect them with resources and encouragement to stay on track - Aggregate student sentiment and survey data into actionable insights for product teams so the Voice of the Customer shapes future iterations - Coordinate program logistics including calendar invites, resource uploads, and verification that all learning materials are accessible - Spot opportunities for workflow improvements and partner with technology teams to implement tools that reduce friction and manual work

Requirements

- Bachelor's degree in a related field (preferred) - 2+ years of experience in Community Management, Customer Success, or EdTech support - Demonstrated experience moderating live virtual events or webinars, with comfort appearing on camera - Genuine personal interest in personal growth and development - Track record of supporting premium or high-ticket customers - Proficiency in Google Sheets or Excel for interpreting survey data and producing clear written reports - Comfort with virtual event platforms such as Zoom (webinar settings, breakout rooms, moderation controls) and community platforms - Familiarity with ticketing and task management systems like Jira or Asana - Strong empathy, communication, and root-cause problem-solving skills with close attention to detail

Nice to have

- Helpdesk software experience with tools such as Zendesk or Intercom - Familiarity with the personal development content area taught in the programs