Learner Success Coach

Sophia Learning

3d • $22 - $33

About The Position

We are seeking a Learner Success Coach to support learners during their first month with Sophia Learning and beyond. This role blends proactive onboarding, academic advising, transfer guidance, and learner support, helping learners make informed decisions about course selection, time management, and successfully navigating the credit transfer process. The ideal candidate thrives in ambiguity, embraces a start-up mentality, and enjoys building scalable systems and processes to improve the learner experience. This is a critical role in shaping a learner-centric experience and ensuring that new Sophia students feel confident and supported from day one.

Requirements

• Advising & Counseling: Ability to support learners through complex academic decisions with empathy and accuracy.
• Transfer Expertise: Understanding of credit transfer processes, articulation agreements, and general education curricula.
• Process Development: Experience creating scalable workflows, documentation, and decision-support tools.
• Communication & Tech Skills: Strong written and verbal communication; proficiency with CRM systems (Salesforce, Zendesk, etc.) and collaboration tools (Teams, email platforms).
• Project Management: Ability to prioritize, coordinate multiple initiatives, and manage time effectively.
• Documentation & Knowledge Management: Skilled at creating learner guides, FAQs, and internal resources.
• Tech Savvy: Quick to learn new software platforms and tools.
• 2+ years in academic advising, admissions, transfer services, or student support.
• Empathetic, solution-oriented, and able to support learners from diverse backgrounds.
• Bachelors Degree Required

Nice To Haves

• Familiarity with online or adult education preferred.
• Experience with credit recommendation services (e.g., ACE) is a plus.
• Demonstrated ability to work in unstructured environments and build processes from scratch.

Responsibilities

• Learner Onboarding & Support Provide personalized guidance to new and prospective learners on course selection and time management. Assist learners in developing study plans and strategies to manage their online courses effectively. Engage learners through email, chat, phone, and video to answer questions, troubleshoot challenges, and provide encouragement.
• Transfer Guidance & Academic Advising Advise learners on how Sophia courses align with their degree programs and transfer requirements. Guide learners through their home institution’s transfer credit process, including articulation agreements, credit equivalencies, and documentation requirements. Help learners obtain pre-approvals from academic advisors or registrars, contact and provide clear instructions on submission processes. Maintain up-to-date knowledge of transfer policies across partner and non-partner institutions.
• Proactive Outreach & Retention Support Conduct early engagement with learners to identify risks and intervene with tailored strategies. Monitor learner progress during the first month and provide proactive guidance to ensure continued engagement. Respond promptly to learner inquiries, providing empathetic and solutions-focused support.
• System Development & Collaboration Develop scalable workflows, tools, and resources to improve the onboarding and transfer guidance experience. Contribute to internal knowledge bases, decision trees, and learner-facing guides. Collaborate with internal teams (Learner Support, Partner Success, Product) to ensure consistency and accuracy in communication and processes. Track learner interactions, outcomes, and trends using CRM systems and other tools to inform continuous improvement.

Benefits

• SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts.
• Non-exempt employees are eligible for overtime pay, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level