Job Overview
Kaplan is seeking a Customer & Learner Experience (CLX) Specialist I to join its University Partners (UP) & Innovation Group. This role involves supporting the end-to-end experience of retail customers and learners across Kaplan’s diverse portfolio of educational products and services. The CLX Specialist will deliver multi-channel support while collaborating with internal and external partners to ensure a seamless learner experience.
Job Details
- Company: Kaplan
- Role: Customer & Learner Experience Specialist I, Innovation (Hybrid)
- Qualification: Bachelor’s degree
- Experience: Relevant experience in customer service, preferably in education or technology sectors
- Location: Bangalore, India
- Salary: As per company standards (Minimum $31,200 per year for full-time positions)
- Job Type: Full-time (Hybrid, 3 days remote / 2 days in-office)
About Kaplan
For over 80 years, Kaplan has been a pioneer in education and professional advancement, operating at the intersection of education and technology. Kaplan’s University Partners & Innovation Group focuses on validating, incubating, and scaling new products through partnerships with leading universities, delivering exceptional learning experiences to help students achieve their educational and career goals.
Key Responsibilities
- Manage the end-to-end customer journey for learners across various products and programs.
- Deliver exceptional multi-channel support through email, SMS, live chat, and phone.
- Handle inbound and outbound communication for application issues, cohort cancellations, group deals, and other learner-related matters.
- Set clear expectations regarding program policies and provide technical support when necessary.
- Collaborate with internal teams and part-time mentors/coaches to ensure seamless learner experiences.
- Monitor learner progress and manage processes like late onboarding, extensions, and manual enrollments.
- Support the knowledge management process, ensuring templates and response frameworks are up-to-date.
- Contribute to process improvement initiatives and assist in the testing and implementation of new tools.
- Represent Kaplan professionally, resolving customer issues efficiently while ensuring a positive experience.
Skills & Requirements
Required Skills
- Strong instincts for delivering customer delight and managing learner experiences.
- Excellent written and verbal communication skills across diverse contexts and channels.
- Proficiency in handling multi-channel ticket resolution (email, SMS, live chat, and phone).
- Ability to manage multiple tasks and pivot efficiently between different channels.
- High attention to detail, ensuring accuracy and quality in all customer communications.
- Demonstrated ability to quickly adapt to new assignments, tools, and processes.
- Capable of working in a fast-paced environment with ever-changing requirements.
Preferred Skills
- Experience in a start-up environment or Agile organization.
- Familiarity with CRM tools (e.g., HubSpot Service) is a plus.
- Interest or experience in B2C sales is advantageous.
- Flexibility to work evening or weekend shifts during peak seasons.
- Passion for education, learning, and making a positive impact.
Why Join Kaplan?
- Work at a global leader in education and technology.
- Collaborate with innovative teams driving meaningful change in education.
- Access to career growth opportunities in a rapidly expanding organization.
- Enjoy a flexible hybrid work environment with 3 remote days per week.
- Benefit from a comprehensive compensation and benefits package.
- Join a culture that values diversity, inclusion, and employee engagement.
Important Links
Apply Link: Click here