Customer Experience Specialist (Contractor Role)

Role overview A Customer Experience Specialist contractor role within an Academy division that delivers premium personal-development programs. The position blends community management, customer success, and program administration, guiding a cohort of learners from onboarding through graduation while serving as a subject matter expert in a core content pillar.

Responsibilities

- Provide premium support to learners both asynchronously through email and community platforms and synchronously during live sessions. - Moderate live events, managing chat flow, facilitating on-camera Q&A, and maintaining a safe, energetic environment for participants. - Act as a subject matter expert for assigned program content, answering complex questions and fostering meaningful community discussion. - Proactively identify learning blockers, monitor student progress, and intervene when learners fall behind to keep them on track. - Aggregate student sentiment and survey data into actionable insights that shape future product iterations as part of the Voice of the Customer loop. - Handle program logistics from calendar invites to resource uploads, identify workflow improvement opportunities, and partner with tech teams to automate recurring pain points.

Requirements

- 2+ years of experience in community management, customer success, or EdTech support. - Proven experience moderating live virtual events or webinars with comfort on camera. - Bachelor's degree in a related field is preferred. - Strong data literacy, including the ability to interpret survey data and NPS scores and turn them into clear written reports (Google Sheets or Excel proficiency). - Familiarity with ticketing and task management tools such as Jira or Asana, virtual event platforms like Zoom, and community platforms such as Circle or Facebook Groups.

Nice to have

- Helpdesk software experience with tools such as Zendesk or Intercom. - Track record of premium or high-ticket customer support. - A genuine personal interest in personal growth and development.

Benefits and work setup

- Contract role focused on a cohort-based premium learning program. - Cross-functional collaboration with curriculum, product, and technical teams. - Fast-paced environment where priorities can shift based on real-time learner data.