Quality Support Specialist

Remote - US /
Creator Operations /
Remote
GetSetUp is the largest and fastest-growing online community of older adults who want to learn, connect and do wonderful things. In the 19 months since our founding, we have grown to more than 4 million members around the world. The platform offers live classes taught by peers who are experts in their field, social hours hosted by community members, and special events with speakers who directly address areas of interest to older adults. Classes are taught in English, Spanish, Hindi, and Mandarin. We’ve grown to over 150 employees spread across the world with core teams in the U.S., Australia, India, and more sites coming soon.

We are backed by some of the industry legends like Cowboy Ventures (Aileen Lee), LightShed Ventures, ReThink Education, AME Cloud Ventures (Jerry Yang), Work Play Ventures (Mark Pincus), Sweat Equity Ventures (Reid Hoffman), Primetime Partners, Dunce Cap (John Danner) and several other notable consumer internet and health tech investors.


GetSetup is growing quickly and so is our Creator Operations team! We are looking for a Quality Support Specialist to help ensure our Creator team consistently reflects the GetSetUp standards and brand across the globe. This role requires a detail oriented individual with a knack for seeing what is working and what’s not and who can then support Creators in developing and implementing changes to enhance our programming. 

Our Creator Operations team finds, trains and develops Creators and content to deliver relevant, engaging programming for our community. You will be instrumental in helping to ensure our community is delighted with our content and our Creators.

Responsibilities

    • Review session feedback on a daily basis to assess areas for improvement.
    • Identify training needs and collaborate with the Creator operations team in developing training and development programs.
    • Thoughtfully respond to learners who submit reviews on a daily basis and escalate comments to responsible teams if needed.
    • Audit classes and review recordings to ensure quality. 
    • Partner with the Creator Operations team to develop and implement a continuous evaluation program.
    • Measure and track quality KPIs to identify trends and changes needed.
    • Provide feedback to Creators and suggest changes to enhance sessions.
    • Create and manage Guide class slide deck templates in collaboration with marketing.
    • Review class slide decks for quality and branding consistency.
    • Manage and coordinate slide deck updates when needed to align with product enhancements.
    • Assist Creators with class notes and other class materials as requested.
    • Create class cards as needed.
    • Monitor and manage class descriptions so that they are aligned with marketing and brand guidelines.
    • Update class details on website as needed for consistency and accuracy.
    • Be a resource for Creators answering questions related to slide decks, content and quality.

About You

    • Experience in education or training particularly in a virtual environment
    • Superior written and verbal communications skills
    • High level of attention to detail and able to manage multiple tasks
    • Excellent analytical and problem-solving abilities
    • Able to positively influence others
    • Proactive, enthusiastic and collaborative spirit
    • Strong interpersonal skills 
    • High level of attention to detail and able to manage multiple tasks
    • Great team player with the ability to work with minimal supervision
    • Proficient in Google Workspace 
GetSetUp values equal opportunities for all workers. We value experienced workers and are committed to an age-inclusive workforce, affirming race, sexual orientation, religion, gender, disability status, and other dimensions of diversity.