Hardskills - Associate - Operations/Learner Engagement

HARDSKILLS (www.hardskills.com) is a B2B online learning solution that enable enterprises to train their workforces in hard-to-teach behavioral skills and mindsets needed for the new world of work. Clients have deployed Hardskills online workforce development solutions in more than 40 countries across the globe, with high efficacy across all markets.Our 100% digital solution is loved by learners who give us a Net Promoter Score of +74, compared to an average of 25 for existing corporate learning.We deliver measurable impact with a skills improvement of an averae of 62% in just 3 months.

We are led by experienced international entrepreneurs with strong domain expertise and a track record in building award-winning enterprise start-ups. Hardskills is backed by investors in the U.S, Europe and Asia.Based out of Berlin Singapore & New York, we are looking to add to our customer experience team in Pune/India.

We are looking for a professional with at least 3-5 years of work experience in customer service, customer success, research, consulting, operations, creative services, or business journalism.This role involves day-to-day customer interaction and responsibilities in operations & processes execution. You get to be a part of a start-up that is at an exciting stage of transformation in workforce skilling and has a global market presence.You will work with a cross-functional customer experience team in Asia and the US supporting top-tier clients in executing our successful Cohort based learning methodology. Our clients expect a high level of professionalism and excellence, and our organizational culture is customer-focused.

You are:

- Experienced in operational roles supporting a global user base with great attention to detail and a sense of urgency.

- Someone who is highly process oriented and has experience in improving them to increase operational efficiencies and accountability.

- Super-well organized and love staying on top of things without follow-up.

- Curious, well-read and confident.

- Able to anticipate and escalate issues before they impact clients.

- An effective communicator and can liaise with confidence with both internal and external clients.

- A problem solver and enjoy interacting with people.

- Comfortable working in a global, fast-paced environment.

- Open to working in shifts.

Responsibilities include:

- Day-to-day interaction with clients at multiple levels, including individual learners.

- Support preparation of reports, in collaboration with team members at first and independently once proficient.

- Execute or QC documented processes with great attention to detail and urgency to progress learners through our online courses.

- Grade learner responses, track learners' progress, identifying at-risk learners and engage or escalate as needed to maintain high participation and completion rate metrics.

- Track learner/cohort progress & ensure everything's on track for successful course completion.

- Participate & lead client onboarding webinars/learner discussion forums.

- Create status reports for clients as well as internal stakeholders.

- Smoothly handover to team members to ensure a seamless transition.

Must-Have:

- 3- 5 years of work experience executing operational processes to service clients and users.

- Graduate/Post Graduate degree/diploma.

- Excellent written and spoken English.

- Strong PowerPoint & report creation skills.

- High proficiency in software tools & services: Word, Excel, Mailchimp, Salesforce/Zoho,or equivalents.

- Prior experience with Learning Management Systems or exposure to the learning industry is a plus.

We offer :

- Competitive compensation.

- Flexible Shifts.

- A stimulating work environment and a really big mission.

- Exposure to working with Fortune 500 companies.

- Team culture that values diverse backgrounds & individual accountability.

Please apply with a cover letter explaining why we should consider you & a resume.

The role is based out of Pune.