Learner Service Specialist

At Ziplines Education, our learners are at the heart of everything we do. As a Learner Service Specialist, you’ll own the learner service queue during our morning shift, responding to overnight and incoming requests related to course access, progress tracking, certificates, course navigation, and other day-to-day needs.

You’ll resolve straightforward requests quickly, accurately, and warmly while using sound judgment to recognize when a learner needs additional support or when a request falls outside the standard playbook. When escalation is needed, you’ll provide clear context and help ensure the transition feels seamless to the learner.

This is an ongoing, part-time contract role of approximately 15–20 hours per week, Monday through Friday, during a consistent morning shift.

Learner Service

• Own the learner service queue during the morning shift, responding to overnight and incoming learner requests.
• Resolve common, policy-clear requests related to course access, progress tracking, certificates, course navigation, and other learner needs.
• Provide responses that are accurate, timely, warm, and personal so learners know a real person is looking out for them.
• Follow established service policies and workflows consistently while recognizing when a situation requires additional judgment or support.

Escalation and Judgment

• Recognize signals that a request needs more than the standard playbook, including policy exceptions, requests outside normal parameters, or learners who appear frustrated, anxious, or at risk of disengaging.
• Escalate requests thoughtfully and with sufficient context so learners do not have to repeat themselves or feel like they are starting over.
• Partner closely with team members responsible for exceptions and escalations to support a seamless learner experience.

Documentation and Continuous Improvement

• Maintain clear, accurate records in Zendesk so context carries cleanly between shifts, team members, and escalations.
• Identify recurring questions, emerging learner needs, or common points of confusion and surface them to the team.
• Flag gaps or unclear guidance in existing service processes to help us continually improve the learner experience.

About You

You’re an empathetic, dependable service professional who enjoys solving problems and helping people feel supported. You communicate clearly, pay close attention to detail, and exercise sound judgment. You’re comfortable working independently while staying closely connected to a collaborative team.

• 2+ years of experience in a customer- or learner-facing role preferred, including directly handling questions, concerns, or service issues.
• Strong written and verbal communication skills, with the ability to explain information and solutions clearly and empathetically.
• Demonstrated commitment to providing a high-quality, personalized service experience.
• Strong attention to detail and the ability to apply policies and processes consistently.
• Good judgment, including knowing when to resolve a request independently and when to escalate or seek additional support.
• Comfortable working autonomously in a remote-first environment.
• Reliable availability during the designated morning shift, Monday through Friday.
• Based in the Central or Eastern time zone.

Preferred Qualifications

• Experience in education or EdTech, particularly in a learner- or customer-facing role.
• Experience with Zendesk or a comparable help-desk or ticketing platform.
• Experience working within a small, collaborative team where priorities may evolve quickly.