Kaplan
Website:
kaplan.com
Job details:
Job Title
Academic Support Specialist, UP & Innovation (Hybrid)
Job Description
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.
Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.
The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.
About The University Partners (UP) & Innovation Group
Kaplan North America’s University Partners (UP) & Innovation group validates, incubates, and scales new businesses and products through both B2B2C and B2C models in partnership with leading higher education institutions.
The UP & Innovation group’s vision is to reinvent and lead the market for non-degree higher education programs by providing students with the best college- and career-focused educational experiences in partnership with the world’s most respected and innovative universities. We deliver exceptional, brand-enhancing value to our partners and inspire students everywhere to build futures out of their passions by providing exceptional learning experiences along the path to college and career.
Role Description
The UP & Innovation Group’s Academic Support Specialist is responsible for supporting the onboarded student’s experience across the group’s growing portfolio of programs via both front-lines customer interactions (written comms) and back-of-house operational support. The Academic Support Specialist will be accountable for handling and sometimes escalating customer inquiries via multiple channels (email, Slack, Canvas). They will also provide operational support to the entire Customer Experience and Success team, including Academic Success Supervisors, Customer/Learner Experience Specialists, and a large team of part-time mentors/TAs. The Specialist may also collaborate with the Customer Support & Enrollment team and other cross-functional partners across the Innovation group.
This role will enable the UP & Innovation Group to maintain its high levels of student success and satisfaction while scaling its program portfolio and student volume to achieve aggressive growth targets. A successful candidate will be hard-working, intrinsically-motivated, fast-learning, and passionate about education and student success.
This role will work within the Customer Experience and Success team to drive the following metrics:
- Customer satisfaction, as measured by NPS, Mentor/TA ratings, and other student feedback
- Customer success, as measured by course completion rates and other learning outcomes
- Employee satisfaction, as measured by Mentor/TA engagement surveys
- Operational efficiency, as measured by hitting SLAs and reducing cost-to-serve
Primary/Key Responsibilities
- Deliver delightful, multi-channel support (primarily written communication via email, SMS, live chat) to customers/learners with a specialized focus on the post-onboarding journey stages for enrolled students and alumni
- Handle customer experience issues passed along from enrolled students by part-time mentors/TAs
- Escalate customer issues to managers and/or cross-functional teams as needed
- 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
- Provide back-of-house operational support for the entire Customer Experience and Success team, including Academic Success Supervisors, Customer/Learner Experience Specialists, and a large team of part-time mentors/TAs
- Collaborate with the Senior Manager, Customer Experience and Success as well as other team members to improve the team’s overall operational efficiency through process improvement, knowledge management, or tech features/adoption
- Monitor key indicators/metrics to provide tripwire reporting when systems fail or produce unexpected friction or confusion for employees or customers
- Other duties as needed to support the UP & Innovation group’s expanding portfolio and strategic goals
- Hybrid Schedule: 3 days remote / 2 days in office
- 30-day notification period preferred
Minimum Qualifications
- Bachelor’s degree required
- Entry-level
- Excellent customer service instincts; prioritizes and champions customer delight
- Excellent written and verbal communication skills and ability to adjust written and verbal communication to fit a variety of contexts, audiences, and channels
- Demonstrated proficiency in multi-channel digital contact ticket resolution
- Track record of success working remotely to deliver high-quality customer experiences and achieve key performance metrics
- Track record of getting a variety of things done with both speed and fidelity; extremely high attention to detail, even when pivoting among multiple channels and tasks
- Demonstrated ability to quickly master new assignments, systems, and processes
- Enjoys working in a dynamic, fast-paced environment in which the work and requirements are ever-changing and everyone works hard to exceed shared goals
- Ability to flex working hours in order to meet business objectives (e.g., being responsive to urgent employee messages during some evenings and weekends)
Preferred Qualifications
- Experience in or interest in joining a start-up environment or Agile organization
- Work and solve problems independently but also seek and accept help when needed
- Ability to thrive in an innovative, creative, and teamwork-oriented professional environment with evolving job responsibilities
Beyond Base Salary, Our Comprehensive Total Rewards Package Includes
Hybrid work model provides a flexible work/life balance
Voluntary Provident Fund is an additional voluntary contribution scheme associated with the statutory Employee Provident Fund (EPF)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Comprehensive health benefits new hire eligibility starts on day 1 of employment
Generous Paid Time Off includes National holidays(10), Earned leaves(15), sick leave(12), plus one (1) volunteer day to participate and give back to our local communities
Gratuity is applicable upon completion of 5 years as per the Gratuity Act
We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data.
Location
Bangalore, KA, India
Additional Locations
Employee Type
Employee
Job Functional Area
Academic Administration
Business Unit
00072 Kaplan Test Prep
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.
Kaplan is a drug-free workplace and complies with applicable laws.
Click on Apply to know more.