• Support global customers across multiple channels, including Zendesk, social media, and other communication platforms • Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice • Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions • Escalate bugs and product issues with clear documentation and actionable insights • Generate and manage reports on customer experience metrics and satisfaction levels • Monitor trends and recurring issues to inform product and customer experience improvements • Contribute to customer experience strategies and initiatives that elevate service quality • Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience • Create and maintain documentation, knowledge base articles, and internal processes • Manage multiple projects and priorities effectively in a dynamic environment

• Handle cancellation requests through phone, chat, WhatsApp and email channels; • Work on reversing these requests by resolving problems, managing expectations, answering questions and addressing conflicts; • Propose retention plans and actions aimed at keeping customers active; • Recommend improvements to tools, processes and support channels; • Participate in training sessions, performance/result meetings and the development of action plans.

• Support Strategy & Performance • AI-Enabled Support Transformation • Leadership Team Development & Succession • Operational Excellence & Reporting • Cross-Functional Partnership • KEY AREAS OF FOCUS • Establish SLAs and Make Them Visible • Lead the AI Transformation in Support • Build the Leadership Team Support Deserves • Restore Operational Transparency • Be the Standard-Bearer for the Client Experience

Role Description As a Classroom Support Advisor, your mission is to provide exceptional care to students and graduates. You assist with inquiries, troubleshoot technical issues, and ensure seamless connections to the correct departments or resources. By prioritizing customer needs, you contribute to our success in the allied health field. - Over-the-phone Support: Encourage, motivate, and leave students feeling positive through verbal interactions. - Issue Resolution: Evaluate and resolve student inquiries, ensuring satisfaction with appropriate actions. Document all interactions. - Technical Assistance: Provide Tier 1 technical support assistance. - Department Liaison: Assist students in contacting relevant departments (instructors, Student Finance, etc.). - Resource Facilitation: Confirm book shipments, provide e-book assistance, and support LMS navigation. - Collaboration and Communication: Participate in and contribute to team collaboration and communication. Engage with team members on camera and in digital workspaces and virtual events. - Perform other duties as assigned. Qualifications - High School Diploma or equivalent experience. - Skills – relationship building, ability to learn basic technical computer skills, time management, personal accountability, and drive. - Ability to professionally communicate fluently in verbal and written English. - Ability to support a diverse and inclusive work environment. - Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role. Requirements - Entry-level position. - Work is supervised. - Communicates information that requires a high level of accuracy. - Problems faced are often routine and require critical thinking. - Desire for growth and professional development. Preferred Requirements - Any degree or equivalent experience and/or strong or advanced proficiency in any of the above required skills/experience. - Experience in customer service, contact center and/or technical support. - Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams. - Other skills and abilities – customer service, technical support, resilience, rapport building, and emotional intelligence. Benefits - Medical (including prescription), Dental, Vision (UMA subsidized) - FSA/HSA (Depending on Medical Plan chosen) - Basic Life Insurance (UMA paid) - Additional Voluntary Life Insurance (Team Member paid) - Employee Assistance Program – EAP (UMA paid) - Long Term Disability (UMA paid) - Short Term Disability (Team Member paid) - Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid) - Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off - 401k (eligible upon completion of 90 days of employment and must be at least 18 years of age) - Pet Insurance - Identity Theft Protection Work Environment/Physical Demands - This is a full-time remote position. - Home office set up, quiet place to work, ability to be on camera, and ability to hard wire into high-speed internet connection. - May require setup of computer equipment; accommodation consideration available upon request. - Flexibility to work evenings and weekends, as needed. - Flexibility to work occasional holidays. Application Deadline - Applications are accepted and reviewed on an ongoing basis. - Anticipated starting salary is based on experience and qualifications. - Compensation Range: $19 — $19 USD OUR VALUES - ACT WITH INTEGRITY: We operate honestly and ethically in an industry-compliant fashion. - CHAMPION STUDENT OUTCOMES: We live by a strong commitment to our students and are passionate about preparing them for meaningful careers. - COMMIT TO TEAM MEMBER SUCCESS: We are committed to our team members’ success and to each other’s success. - PURSUE RESULTS WITH PURPOSE: We pursue results with a sense of urgency and purpose. - HAVE FUN. BUILD ENERGY: Enjoying what we do is central to achieving our goals. - WORK AS ONE: We believe that diverse, inclusive teams produce breakthrough results.