Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 alumni — and counting. In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.
We are seeking an Online Student Experience Producer. This role will be responsible for student success and support in our Live Online courses. This individual will be responsible for driving a positive experience for all incoming part time and immersive remote students, streamlining all student on-boarding processes and creating a welcoming environment for all.
This is a 100% remote position.
Managing and creating a welcoming environment for our student communities (current and alumni)
Track and monitor customer service inbox and respond to all student inquiries within 24-48 hours
Help facilitate student orientation, including scheduling and sending event reminders
Handling customer service issues; will be responsible for mediating conflict and defusing challenging situations in a positive, empathetic and professional manner
Evaluate student survey data to drive insights and continually improve metrics around student support and satisfaction
Work cross-functionally with the Live Online team as well as global counterparts to ensure the best in quality student support
Partner with instructional teams to track student progress in compliance with GA best practices and regulatory requirements
At least 2 years of customer service experience
Great written and verbal communication skills
Tech and system savvy; familiar with Google Suite
Demonstrated ability to define, prioritize, and solve key operational challenges and processes in a timely manner
Demonstrated commitment to quality customer service
As this job is completely remote, a strong internet connection