About the Company
Coursera is a world-renowned online learning platform dedicated to providing universal access to world-class education. We partner with over 200 leading universities and companies to offer flexible, affordable, job-relevant online learning to individuals and organizations worldwide. Our mission is to transform lives through learning, empowering our global community of learners with the skills they need to succeed in the knowledge economy.
Job Description
Join Coursera as an Online Student Response Agent and become a vital part of our mission to deliver exceptional online education. In this 100% remote role, you will be the first point of contact for students seeking assistance, guidance, and support across a variety of courses and programs. You will leverage your excellent communication skills and empathy to resolve inquiries, provide information, and ensure a positive learning experience for all our users. This is an exciting opportunity for individuals passionate about education and customer service to contribute to a global learning community.
Key Responsibilities
- Respond promptly and professionally to student inquiries via email, chat, and potentially phone, providing accurate and helpful information.
- Troubleshoot common technical issues related to the learning platform, course access, and account management.
- Guide students through course navigation, submission processes, and program requirements.
- Escalate complex issues to appropriate internal teams while maintaining clear communication with students.
- Maintain detailed records of student interactions and resolutions in our CRM system.
- Act as an advocate for students, identifying trends in feedback to improve the overall learning experience.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to enhance product knowledge and customer service skills.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using web-based tools, CRM software, and communication platforms.
- Ability to work independently in a remote environment with minimal supervision.
- High level of empathy and a genuine desire to help others.
- Adaptability and ability to handle a high volume of inquiries efficiently.
Preferred Qualifications
- Previous experience in online customer service, technical support, or education support.
- Familiarity with online learning platforms (LMS) and e-learning environments.
- Associate's or Bachelor's degree, particularly in education, communications, or a related field.
- Experience with Zendesk or similar customer support software.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Access to Coursera's premium course catalog for continuous learning.
- Flexible 100% remote work environment.
- Opportunities for career growth and professional development.
- Supportive team culture focused on impact and collaboration.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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