• Manage the shared customer support inbox, responding to member enquiries with professionalism, empathy, and efficiency • Resolve account access issues, payment enquiries, booking changes, scheduling concerns, and general platform support requests • Support coaches with platform navigation, onboarding, offboarding, scheduling, and day-to-day operational questions • Deliver an exceptional customer experience while maintaining high service standards • Identify recurring platform issues and convert them into clear, structured development tickets • Liaise with the development team by documenting bugs, reproducing issues, and verifying completed fixes • Test platform improvements before release and communicate updates back to members and coaches • Recommend enhancements to workflows, platform functionality, and customer communications • Work every submission from our phone reception service (member questions, tech problems, coach messages) arriving in the support inbox, to the same standards and response times as any other support request • Call members when a problem is faster to solve with a quick outbound call than a long email thread; inbound calls are handled by our reception service • Keep CRM records tidy where reception bookings and member interactions touch GoHighLevel: correct tags, correct pipeline stages, nothing orphaned • Maintain accurate internal documentation and knowledge bases using Notion • Coordinate onboarding and offboarding processes for coaches and team members • Support employer onboarding projects and operational rollouts • Continuously identify opportunities to improve processes, documentation, automation, and operational efficiency • Utilise AI tools to improve productivity, communication quality, and workflow efficiency

Role Description We are currently seeking a Student Success Coach who manages the delivery and implementation of onboarding, core interventions, and support services for assigned students in accordance with Student Services initiatives and guidelines. This role serves as the primary contact for new students and families, communicating frequently and addressing questions or concerns to ensure a strong start to school. Responsibilities include: - Support new and returning students and families through the onboarding process and completion of required tasks. - Maintain weekly open office hours/help sessions to support new students and families. - Make welcome calls (in coordination with homeroom teacher). - Follow up on non-completion items for new students. - Identify issues and problem solve with other departments and vendors as needed for prompt and professional resolution. - Participate in the Admissions Counseling process for applicants and students. - Review transcripts. - Assist students and families with course selection. - Answer questions about the school program. - Serve as the primary point of contact for school administration in developing plans to address barriers to full achievement of attendance, academic, and behavioral goals. - Provide research-based strategies to give students and parents the necessary skills and knowledge to help them communicate effectively with teachers and administrators. - Facilitate individual and group training/support and provide academic resources to help students increase academic achievement. - Collaborate with students regularly to check in on progress in classes, keeping students accountable for achieving their academics, attendance, engagement, and behavioral goals. - Work in partnership with teachers and parents on evaluation of student progress and implementation of student objectives. - Conduct conferences with parents and students, both in person and over the phone as needed. - Prepare for and/or attend student gatherings. - Maintain accurate documentation of student performance, progress, needs, and academic support. - Participate in and coordinate the development of pertinent professional development activities. - Work in collaboration with school leadership and national teams on re-enrollment activities and sessions for families. - Perform other duties as assigned. Qualifications - Bachelor’s degree in education, social services, or related field. - Prior experience working as a teacher tutor, counselor, or mentor to youth. - Prior marketing experience including social media, events, and communications. - Proficiency in computer applications, including Google Docs, MS Office Suite, e-mail, and internet applications. - Excellent verbal and written communication skills. - Strong data collection and analysis skills. - Understanding of and ability to manage confidential information. - Ability to work well under pressure as well as effectively prioritize and execute tasks to meet deadlines consistently. - Ability to work with a distributed workforce and clientele. - Ability to pass state and federal background checks. Benefits - Life benefits – time & peace of mind - Paid time off - Retirement contributions - Optional Basic Life and AD&D insurance - Voluntary life insurance (employee, spouse, child) - Discounted childcare at Early Learning Academies locations - Health benefits – stay well & thrive - Medical, dental, and vision insurance - Employee Assistance Program - Voluntary short-term disability insurance - Voluntary long-term disability insurance - Career benefits – keep growing - Career advancement opportunities throughout Pansophic Learning and our strong network of 4,000+ instructors and education professionals

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels. • Responsible for addressing and managing customers' health cases assigned to them. • Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions. • Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges. • Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction. • Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization. • Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health. • Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction. • Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments. • Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations. • Collaborate with Treasury on payment collection for late-paying customers. • Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform. • Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

• Develop CRM and lifecycle marketing strategies • Build and optimise campaigns across email, SMS and marketing automation • Analyse performance and continuously improve results • Partner with clients and our Strategy, Creative and Performance teams to deliver outstanding work