Customer Support Associate

Summary

Simplilearn, in collaboration with Fullstack Academy, provides online bootcamp training focused on emerging technologies and career development. The Customer Support Associate will proactively engage enrolled learners by phone and email, provide guidance throughout their programs, address concerns, and help maintain learner engagement and completion. The role also involves documenting interactions, collaborating with internal teams, and sharing feedback to improve the learner experience.

Responsibilities

• Conduct regular outbound calls to learners to:
• Welcome them to the program
• Remind them of upcoming classes or milestones
• Encourage participation and course completion
• Follow up with inactive or at-risk learners to understand challenges and offer support
• Provide clear, empathetic guidance to help learners navigate their journey
• Log all learner interactions and status updates in the CRM (e.g., Salesforce)
• Collaborate with internal teams (operations, academic advisors, etc.) to address learner needs
• Share learner feedback and insights to help improve the overall learner experience
• Manage feedback and Testimonials from the learner

Skills

• 1–2 years of experience in customer support or learner engagement roles
• Strong spoken and written communication skills, with a clear, friendly phone presence
• Self-motivated with a learner-first mindset and high attention to detail
• Ability to multitask, manage time effectively, and work independently in a remote setup
• Comfortable working in EST timezone, morning 8 AM to 4 PM
• Experience using CRM tools like Salesforce, HubSpot, or similar is a plus

Qualifications

Must Haves

• 1–2 years of experience in customer support or learner engagement roles
• Strong spoken and written communication skills, with a clear, friendly phone presence
• Self-motivated with a learner-first mindset and high attention to detail
• Ability to multitask, manage time effectively, and work independently in a remote setup
• Comfortable working in EST timezone, morning 8 AM to 4 PM

Nice to Haves

• Experience using CRM tools like Salesforce, HubSpot, or similar is a plus

Benefits

• 401 K
• Medical
• Dental
• Vision
• Remote work setup