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Salary: USD 85,000 - 110,000 / annual
Pathstream is a workforce development platform that transforms frontline employees' careers through enterprise certificate programs. The company partners with organizations to upskill their workforce, moving teams from transactional to relational and task-oriented to strategic roles.
You will join the Customer Support team as a Senior Learner Support & Outreach Specialist, taking a proactive, high-touch approach to learner success. This is not a reactive ticket-queue role—instead, you'll provide "white glove" support tailored to each learner's background and needs.
Key responsibilities include:
- Onboarding new learners and serving as their primary resource throughout their certificate program journey
- Designing and executing intervention strategies (email, SMS, phone outreach) to improve retention and completion rates
- Monitoring learner engagement metrics and analyzing which approaches drive the best outcomes
- Rapidly ramping on new client/partner programs and maintaining accuracy across a growing portfolio
- Supporting the development and refinement of AI-powered support tools to help learners get faster answers
- Surfacing learner feedback to Marketing, Product, and other internal teams to drive improvements
- Collaborating cross-functionally to close the loop on learner-reported issues
You'll work with learners from diverse backgrounds and industries, adjusting your communication style and approach based on individual needs. The role requires flexibility to support early East Coast hours for outreach to European-based learners.
REQUIREMENTS:
- 3–5 years of experience in a high-touch, relationship-driven support role (customer support, customer success, coaching, student/learner services)
- At least 1–2 years in a senior, lead, or mentorship capacity
- Natural ability to build trust and rapport quickly; learners feel genuinely supported
- Strong empathy and patience, especially with struggling or frustrated learners
- Excellent written and verbal communication skills, with ability to adjust tone across channels (email, SMS, phone)
- Exceptional organizational skills and attention to detail
- Ability to quickly absorb and synthesize context across multiple clients/partners
- Analytical mindset; can spot patterns in engagement data and learner feedback
- Comfort working with metrics and data to inform decisions
- Proactive, self-directed approach; notices issues and takes initiative
- Experience training or tuning AI/chatbot tools is a plus
- Flexibility to work early East Coast hours as needed
