Learner Support Analyst (Contract, Remote)

Job Description

Job Description

Learner Support Analyst (Contract, Remote)

CapeTalent isn’t your average staffing agency. We connect AI-forward Learning & Development professionals with Fortune 100 companies who are shaping the future.

1099 or C2C Contract Details (No W2)

This role is structured for experienced freelancers and independent contractors. W2 employment is not available for this engagement.

• 6-month contract (strong likelihood of extension)
• 100% Remote (U.S. or Canadian candidates only)
• Start date: June 2026
• 40 hours per week
• $20-$30/hour (C2C or 1099), based on experience
• PST preferred (West Coast based team so overlap is crucial)
• Heavy Slack collaboration
• Laptop provided 

About the Role

The Learner Success (LS) team serves as the dedicated support and advocacy arm of the our Client's External Academy — the learning platform for our global financial services client, built to prepare aspiring and returning tax and bookkeeping experts for hire. We are the proactive champions who bridge the gap between initial learner discovery and hire-readiness. By managing real-time support, community engagement, and technical troubleshooting, we ensure a frictionless journey from first login through program completion.

Once our external learners are successfully hired, they transition to the Client's Internal Academy for product enablement and on-the-job development

We are seeking a highly organized, detail-oriented, and empathetic Learner Support Analyst to manage the end-to-end support lifecycle for our external learners. In this role, you will be the first line of defense for our learning community — investigating issues, guiding learners through basic troubleshooting, keeping our shared inbox meticulously organized, and cleanly escalating complex technical or content issues to our cross-functional engineering and design teams.

 

What You’ll Do

1. Support Ticket Management & Triage

• Multi-Channel First Response: Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions — meeting learners where they are, in the moment they need help.

• Investigate & Verify: Perform initial diagnostic checks on incoming support tickets. Cross-reference learner data across internal tools (Glider, Credly, IA Dashboard) to check for profile mismatches or enrollment issues.

• Clarification & Education: Determine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics.

• Technical Troubleshooting: Guide learners through basic self-service fixes to rule out local environment issues.

• Claim & Category Tagging: Maintain the primary Learner Support spreadsheet dashboard. Assign tickets to yourself, apply precise categorization tags to every ticket, and process “Auto-Resolved” cases cleanly.

2. Inbox Maintenance & Workflow Operations

• Daily Housekeeping: Monitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communications.

• Inbox Clearance: Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived — never left sitting in the main inbox.

• Escalation Readiness: When an issue cannot be resolved through standard troubleshooting, gather comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off.

• JIRA Ownership: Create JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager (TPM) if a ticket shows no movement for more than 7 business days.

• Trend Spotting & Continuous Improvement: Surface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming back.

3. Content QA & Knowledge Management

• Compliance Checks: Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design (ID) guidelines.

• Weekly Knowledge Capture: Use AI tools (Gemini) to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting Playbook.

• FAQ Alignment: Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice.

4. Community & Campaign Support

• Light Community Moderation: Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance, stepping in with strategic interventions only when a peer-to-peer question goes unanswered for an extended period.

• Program Awareness: Maintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns in order to accurately answer incoming learner inquiries.

5. Cross-Functional Collaboration

You will act as the vital connector between learners and our internal partner teams, including:

• Technical Program Managers (TPMs) & Engineering: Tracking and escalating system bugs via JIRA.

• Instructional Design (ID): Reporting broken video links, curriculum flaws, and confusing assessment questions.

• Subject Matter Experts (SMEs): Routing highly technical tax or bookkeeping questions that require professional industry verification.

 

What We’re Looking For

• Experience: 1–3 years in customer support, helpdesk ticketing environments, or educational technology support.

• LMS Expertise: Hands-on experience with Docebo (the Academy LMS) is strongly preferred. Comfort navigating LMS dashboards, enrollment data, and learner records is essential.

• Systems Familiarity: Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking). Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials) is a plus.

• Communication: Exceptional written communication skills, with the ability to convey technical fixes in an empathetic, clear, and beginner-friendly manner — to both technical and non-technical audiences.

• Organization: A hyper-organized approach to data entry, workflow management, and inbox organization.

• Analytical Problem-Solving: Strong analytical and troubleshooting instincts — you enjoy playing detective to determine whether a problem is user error or a genuine system bug, and you can articulate the difference clearly when escalating