Learner Concierge & Community Moderator

About SkillsWave Corporation

SkillsWave is on a mission to drive people and businesses forward—building tomorrow’s most valued skills, today. By providing quality learning opportunities that align with organizational needs, we’re helping organizations transform their workforce into a competitive advantage. Our upskilling platform and strategic education partnerships not only propel career and company growth, but also deliver measurable and meaningful ROI for learning. To learn more, visit SkillsWave.com.

Learner Concierge And Community Moderator Profile

The Learner Concierge and Community Moderator is a person who loves variety in their day, supporting learners who are working professionals to progress through their courses, credentials, and degrees in collaboration with our education partners. This position supports the progress of those learners individually through resolution of individual learner challenges in their admissions and continual enrollment process, along with supporting the progress of groups of learners via community moderation in the platform, facilitation of engagement opportunities like webinars, and resolution of help tickets where needed.  This role requires great communication and “closing the loop” skills, and working with our education partners as necessary to clarify and resolve learner concerns.

 

Our Learner Concierge & Community Moderator takes tremendous pride in their work, loves working collaboratively across multiple teams, and fosters respectful, open, professional communication. A successful Learner Concierge & Community Moderator has strong writing, inter-personal, project management, and process implementation skills.   Familiarity with software development cycle is desired.  This is an individual contributor role with no direct reports.

How Will I Make An Impact

• Monitor, respond to, and triage learner and client questions through various types of technologies
• Collaborate and communicate with education partners and across SkillsWave to provide correct and timely resolution of learner questions and concerns
• Lead project tasks to completion and according to defined timelines
• Identify customers at risk/prospective customer spotlights 
• Use a variety of business tools to assess and propose data informed actions to support learner engagement and retention
• Contribute to the continual improvement of the learner journey to support continued engagement with the platform, and ongoing retention for learners in educational opportunities
• Develop and deliver documentation in a variety of formats (text, video, etc.) within platform
• Executing the delivery of Community Projects
  
  

What You'll Bring To The Role

• An enthusiastic "doer" attitude - a pro-active self-starter, able to work independently, discover what needs to be done, figure it out, complete it expeditiously, and close the loop with customers, partners and other SkillsWavers as necessary.
• Ability to engage with internal and external stakeholders through verbal and written (professional and social), Video/Graphic communication
• Ability to deliver Online and In Person Presentations
• Ability to use technology like chatbots to automate experiences and provide self-service opportunities
• Ability to design Project phases to support Community OKRs 
• Ability to utilize key data points across user management systems to identify opportunities to support customers connecting with their account team
• Ability to adapt and positively contribute to changing business needs 
• Demonstrate initiative to identify gaps, communicate impact, and execute on process improvements
  
  

Skills

• Corporate Communications (Internal and External)
• Community Engagement
• Project Management
• Data Analysis
• End User Support Experience Design
• Working Collaboratively
• Knowledge Management
  
  

Suggested Qualifications / Experience

• Experience working as part of large-scale project teams, working with multiple stakeholders to drive completion of new and existing initiatives 
• Experience with community platforms and social media communications for a large end-user base
• Prior experience with CRMs, and LMSs are a plus, particularly HubSpot, and/or Brightspace
• 2-3 years prior experience in an online Customer Service capacity, preferably in an education-related context, or 2-3 years as a second or third-tier product or business analyst supporting cases forwarded by a frontline call centre team
• Strong organizational and tracking skills
• College Diploma or University Degree 
• Bilingual (verbal and written) Canadian French is an asset, but not required
  
  

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The salary for this position is in the range of $50,000 to $65,000 and is based on the minimum level of work experience and qualifications as listed above. This salaried position requires a minimum of 40 hours of work per week. More senior candidates may apply but note that the salary for the position has been set at the range listed.

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Disclaimer And Consent

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• to use the information you have provided for the purpose of considering and evaluating you as a candidate for employment with the SkillsWave family of companies;
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• to use your personal information to contact you in the future for any other suitable employment opportunities;
  
  

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