Customer & Learner Experience Specialist I, Innovation

Job Description

• Execute and take ownership of the end-to-end experience or journey of customers/learners across Innovation Group products/programs.
• Deliver delightful, multi-channel support (primarily written communication via email, SMS, live chat) to customers/learners throughout every stage of their pre- and post-enrollment journeys.
• Triage inbound contacts via shared inboxes, responding directly when appropriate
• Set clear expectations for customers/learners about our programs and policies; troubleshoot technical support and service issues; and document pertinent information to ensure continuity of care throughout each customer/learner s journey.
• Handle outbound one-to-one customer-/learner-facing communications, including for application issues, cohort cancellation/retention, Group deals, and any other one-to-one outbound communications as necessary.
• Manage late-onboarding, extensions, partner-referral/ Group deal manual enrollments, and other off-cycle journey- and records-management for customers/learners.
• Represent Kaplan and our partners professionally and in alignment with brand values, resolving customer issues quickly and effectively, providing product expertise and support, and using every interaction to help turn each customer into a raving fan.
• Stay informed about rapidly evolving UP & Innovation Group businesses, product development, and requirements; utilize templates and knowledge management tools to deliver appropriate responses to a wide range of inquiries across a diverse portfolio of programs/partners.
• Collaborate with part-time Mentors/Coaches and other internal/external partners to handle escalations, coordinate support, and deliver a seamless experience for each learner.
• Provide direct support to internal and external partners to quickly resolve customer/learner-facing escalations.
• Work with the CLX Manager and Innovation Technology team to implement and user-test new tools, systems, and channels.
• Other duties as needed to support the UP & Innovation Group s customer and learner experience goals.
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here .

Diversity & Inclusion Statement :

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here .

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.