Learner Success Associate

Location: Dubai / London / Remote | Engagement: Full-time | Experience: 2+ years preferred | Reports to: Learner Experience / Academy Leadership

Help every learner move from first registration to meaningful progress, course attendance, completion and continued learning. This role blends high-touch support, proactive retention work and data-driven learner success.

What you will own

• Guide learners through registration, onboarding, course discovery, bookings and attendance preparation.

• Answer learner questions via email, WhatsApp, chat and other agreed channels.

• Track learner journeys, identify disengagement and proactively re-engage at-risk learners.

• Coordinate support for schedule changes, access issues, certificates, referrals and escalations.

• Collect feedback after courses and work with faculty and academy operations to resolve recurring issues.

• Help learners understand memberships, Koins, learning pathways and relevant next steps accurately.

• Maintain learner records and produce weekly success and support reports.

Required experience and capabilities

• 2+ years in customer success, learner support, education administration or service operations.

• Outstanding written and spoken English, empathy and structured follow-through.

• Familiarity with CRM/ticketing systems and spreadsheets.

• Ability to explain processes clearly and manage many conversations without dropping follow-ups.

Nice to have

• Experience in subscription businesses, professional education or communities.

• Arabic or another additional language; familiarity with educational platforms.

First 90 days

• Map the end-to-end learner journey and top friction points.

• Launch onboarding and at-risk learner follow-up playbooks.

• Create baseline success metrics and a learner feedback loop.

Success measures

• Onboarding completion, attendance, repeat booking and programme completion.

• Learner CSAT/NPS, response time and resolution time.

• Reactivation of at-risk learners and accuracy of learner records.

Application: Please share a CV/profile, a short note on relevant experience and examples of work or projects where appropriate.