About the Company
Coursera is a world leader in online learning, partnering with top universities and organizations to offer courses, specializations, degrees, and professional certificates. Our mission is to provide universal access to world-class learning. We are a fast-paced, innovative company committed to making education accessible to everyone, everywhere.
Job Description
We are seeking a dedicated Remote Student Support Specialist to join our global team. This role is crucial for ensuring a positive and seamless learning experience for our students through high-quality written correspondence. You will be the primary point of contact for student inquiries, providing thoughtful, accurate, and timely assistance via email, chat, and other written communication channels. This is an excellent opportunity for someone passionate about education and committed to fostering a supportive online learning environment.
Key Responsibilities
- Respond promptly and professionally to student inquiries through written channels (email, chat, ticketing system).
- Provide comprehensive support for a wide range of issues, including course navigation, technical troubleshooting, enrollment, billing, and general platform usage.
- Maintain an in-depth understanding of Coursera's platform, policies, and course offerings to provide accurate information.
- Escalate complex issues to appropriate internal teams while maintaining clear communication with the student.
- Document interactions and resolutions accurately in the CRM system.
- Identify trends in student feedback and collaborate with cross-functional teams to improve processes and student experience.
- Contribute to the creation and maintenance of support documentation and FAQs.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proven ability to articulate complex information clearly and concisely.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- High level of empathy and patience when assisting students.
Preferred Qualifications
- Bachelor's degree or equivalent practical experience.
- Previous experience in a remote customer support or student support role.
- Familiarity with online learning platforms and educational technology.
- Experience working with a global customer base.
- Ability to adapt quickly to new tools and processes.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Access to a vast library of Coursera courses and specializations.
- Remote work setup stipend.
- Opportunities for professional development and growth.
- Supportive and collaborative team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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