Learner Success Manager (M/F/D)

November 22, 2023
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Job Description


About Tomorrow University:

At Tomorrow University, we’re not just another institution; we’re a community of change-makers committed to creating a positive impact on the world. Our innovative approach to higher education sets us apart. We actively promote inclusion, equality, and diversity in our education community.

Role Overview:

We are looking for a highly motivated Learner Success Manager to support learners from onboarding through graduation. This is a unique, support-based role that combines customer service expertise with academic excellence, working with our ambitious academics of tomorrow.



Key Responsibilities:

  • ? Design and maintain a scalable learner support system to support 1000+ remote, international learners with the tools they need to succeed at Tomorrow University from onboarding through graduation. This involves collaborating with stakeholders across the learning, academics and product team to bring these improvements to life.
  • ?Provide first-class support and individualized coaching to our learners to guide them on their learning journey from onboarding through graduation.
  • ? Own and maintain learner-facing materials such as the Student Handbook, FAQ, and other resources. When necessary, coordinate with relevant stakeholders (such as external academic partners) on communicating academic policies.
  • ? Act as the link between our learners and the ToU team, communicating and resolving learners queries with speed and quality customer support.
  • ? Analyze relevant learner data and report on learner progress both internally and externally. Make data-driven decisions when proposing new ideas to improve the learner experience and use metrics to identify learners who require additional support.
  • ?Collaborate with the Learning Community Manager to create engaging online and in-person experiences such as onboarding week, graduation, and learner meetups, as well as other support needed as we grow and expand (alumni support, HR, personal and career counseling, etc.)

Your Profile:

  • You have a learner-centric attitude, first and foremost.

  • You have a background in either:
    • Building Scalable Customer Support Systems: creating meaningful and scalable customer ticketing system for an educational context

    • Customer Experience/Support: fielding user requests, using a ticketing system like Hubspot or Zendesk, talking directly to customers.

    • Academic Advising: providing individualized student support in a university setting, growing as a team.

  • You thrive in uncertain contexts: you enjoy experimenting with building systems and processes where there are none.

  • You enjoy connecting the dots between diverse stakeholders’ needs, and are experienced in driving initiatives forward across multiple teams and interests.

  • You’re a quick learner: you’ll be able to absorb information and details about our programs for immediate use in supporting our learners.

  • You’re able to work autonomously and manage your time effectively.

  • You are a Slack and Notion magician with strong communication skills, both for talking to learners and team members, but also in creating clear learning resources.

  • You’re a team-player with a hands-on mentality. You’re quick to test out solutions yourself and collaborate with others.

  • You are comfortable working in a remote environment with a team in the CET time zone.

  • Bonus points for:
    • Skills in career coaching, facilitation, mentorship, data reporting

    • Experience working in a start-up environment, or at an EdTech company

What We Offer:

  • Flexible Work Environment: Work remotely from anywhere, and we cover co-working space costs for in-person collaboration.

  • Continuous Learning: Study for free at Tomorrow’s Education, plus a budget for training, mentoring, and books.

  • Global Workation: Join the team for a 1-week Workation twice a year at various global locations.

  • Generous Leave: 25 days of vacation plus public holidays.

  • Well-being and Team Building: Enjoy activities like online Yoga Classes, Coffee breaks, Friday hang-out sessions, and more.

Our Values:

  • ? Learning through Curiosity

  • ? Acting together as a Community

  • ? Being Courageous

  • ? Taking Responsibility

Join Us:

If you’re passionate about education and impact, join us in shaping the future of education at Tomorrow University. We value your merit over degrees and actively promote diversity and inclusion.

Please note: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed. It should not be considered an exhaustive list of qualifications, skills, and duties.