Learner (Customer) Success Representative (Full Time, Contract)

Remote-US /
Learner Experience Operations – Learner Experience Operations /
/ Remote
We started Bloom Institute of Technology because we believe that the “traditional” model of higher education is broken. Every year, people as young as 17 years old take on tens of thousands of dollars in student debt and pray that the education they’re investing in will land them on a job on the other side. 
Unfortunately, traditional colleges and universities have no incentive to ensure their graduates get hired – they get paid regardless.
At BloomTech, we believe there is a better way to approach education.

Instead of asking our students to bet on us, we bet on them first. This paradigm-shifting model allows us to align the incentives of the school with the incentives of our students – and we all win when our graduates succeed.
We’re in this together.

If that sounds exciting to you, let’s talk.  Our success depends on building teams who can challenge each other's assumptions with fresh perspectives. To that end, we don’t just accept differences – we celebrate them. BloomTech welcomes a diverse pool of applicants, including those from historically marginalized groups and non-traditional backgrounds who can appreciate the diverse student communities that we serve and are looking to grow into. This includes women, people with disabilities, people of color, formerly incarcerated people, individuals who are lesbian, gay, bisexual, transgender, queer and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Role Overview:

Do you have a passion for education? Do you enjoy working with Learners and supporting them through their journey? We are looking for talented, passionate, and skilled professionals to help us build a world-class Learner support experience. Our Learner Success Support Representative provides wraparound support - helping our Learners with academic, admissions, and technical inquiries. In this vital role, our Representative works cross-functionally with Instructors, Staff, and Learners to provide quality and timely proactive and reactive support.

What You'll Do:

    • Answer general inquiries
    • Route Learner requests and issues to the appropriate staff member or team
    • Collaborate with staff members regarding support escalations, along with other requests or inquiries received
    • Work with and assist Learners regarding general academic, admissions, and technical inquiries or requests
    • Update cases regularly with all relevant information, i.e. interactions with Learners or progress of a case, for record-keeping
    • Reach out to or follow up with staff members to resolve cases in a timely manner
    • Work with supervisor to document personal work processes and update processes regularly
    • Ability to work a flexible schedule during peak learner support days/hours. Peak support times are Monday-Thursday between 7am - 12pm PT and 2pm - 5pm PT

What You'll Have:

    • 1+ years working in a Learner-facing role in education or customer support
    • Highly communicative and organized with strong attention to detail
    • Ability to adapt to new technologies and learner success tooling platforms
    • Experience working in a fast-paced environment with multiple concurrent priorities and tasks

Nice To Have:

    • Familiarity with Salesforce, Google Workspace, Zoom, and Slack preferred
    • Understanding adult learning and Learner support preferred
BloomTech is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity or expression, marital status, familial status, domestic violence victim status, veteran or military status, or any other legally recognized protected basis under federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

BloomTech is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or an accommodation due to a disability.