Learner Service Specialist, Part-time Contract

Ziplines Education is a category‑leading education company that partners with universities to deliver industry‑focused certificate courses that prepare professionals for today’s digital‑first workforce. Each year we help thousands of career advancers build the knowledge, skills, and credentials they need to move their careers forward. 92% of learners would recommend our programs, and our net promoter score is consistently in the excellent range. Together we empower adult learners to confidently pursue the career they’ve always wanted.

About the role

As a Learner Service Specialist at Ziplines Education you will own the learner service queue during the morning shift, responding to overnight and incoming requests related to course access, progress tracking, certificates, course navigation, and other day‑to‑day needs. This is an ongoing, part‑time contract of approximately 15–20 hours per week, Monday through Friday.

Responsibilities

• Own the learner service queue during the morning shift, responding to overnight and incoming learner requests.
• Resolve common, policy‑clear requests related to course access, progress tracking, certificates, course navigation, and other learner needs.
• Provide accurate, timely, warm, and personal responses so learners know a real person is looking out for them.
• Follow established service policies and workflows while recognizing situations that require additional judgment or support.
• Identify signals that a request needs escalation (policy exceptions, out‑of‑parameter requests, frustrated or at‑risk learners) and escalate with sufficient context.
• Partner with team members responsible for exceptions and escalations to ensure a seamless learner experience.
• Maintain clear, accurate records in Zendesk to carry context between shifts, team members, and escalations.
• Identify recurring questions, emerging learner needs, or common points of confusion and surface them to the team.
• Flag gaps or unclear guidance in existing service processes to help continuously improve the learner experience.

Requirements

• 2+ years of experience in a customer‑ or learner‑facing role, preferably handling questions, concerns, or service issues.
• Strong written and verbal communication skills with the ability to explain information and solutions clearly and empathetically.
• Demonstrated commitment to providing a high‑quality, personalized service experience.
• Strong attention to detail and consistent application of policies and processes.
• Good judgment, knowing when to resolve a request independently and when to escalate.
• Comfortable working autonomously in a remote‑first environment.
• Reliable availability during the designated morning shift, Monday through Friday.
• Based in the Central or Eastern time zone.

Preferred qualifications

• Experience in education or EdTech, particularly in a learner‑ or customer‑facing role.
• Experience with Zendesk or a comparable help‑desk or ticketing platform.
• Experience working within a small, collaborative team where priorities may evolve quickly.

Pay

Compensation commensurate with experience, starting at $22 per hour.

Schedule

Approximately 15–20 hours per week, Monday through Friday. Core shift window of 8:00 a.m.–12:00 p.m. ET / 7:00 a.m.–11:00 a.m. CT.