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.