Support Associate

Company Description

UniAthena is a UK-based Ed-Tech organization specializing in online, self-paced academic degree programs and free upskilling courses. It partners with accredited universities and professional qualification authorities worldwide to deliver high-quality educational opportunities. The platform is designed to be flexible, enabling learners to advance their education and professional aspirations on their own schedule. UniAthena is dedicated to empowering individuals to achieve their goals through accessible and innovative learning solutions.

Role Objective

To deliver a seamless, responsive, and high-quality learner experience across the entire lifecycle—from onboarding to graduation—by ensuring timely query resolution, proactive engagement, accurate certification processing, and effective cross-functional coordination.

Key Responsibilities

• Own end-to-end learner experience outcomes, ensuring consistent and high-quality support throughout the learner journey.
• Act as the primary point of contact for learner queries via platforms such as Zoho and WhatsApp, ensuring timely acknowledgment, resolution, and escalation where required.
• Maintain persistent communication efforts to connect with learners, including identifying and utilizing alternative communication channels when necessary.
• Drive learner satisfaction by continuously monitoring interaction quality and implementing improvements in service delivery.
• Ensure accurate and timely certification processing, including eligibility validation, coordination for issuance, and follow-ups on dependencies.
• Plan and execute learner engagement initiatives, events, and activities to enhance participation and overall experience.
• Manage onboarding for newly enrolled learners, ensuring clarity on program structure, platforms, and next steps.
• Identify and reactivate inactive learners through targeted engagement strategies and cross-functional collaboration.
• Detect early signs of learner disengagement and proactively lead re-engagement efforts within defined timelines.
• Collaborate with Student Operations and other internal teams to ensure seamless coordination and consistent communication across processes.
• Uphold ethical standards in all learner interactions, including data confidentiality, transparency, and fair practices.
• Ensure continuity and consistency of learner support across all touchpoints.

Key Requirements

• Bachelor’s degree in any discipline (Education, Management, or related field preferred)
• 1–4 years of experience in learner support, student engagement, customer success, or similar roles (EdTech experience preferred)
• Strong communication and interpersonal skills
• Ability to manage multiple learner interactions efficiently across channels
• Problem-solving mindset with a proactive approach to learner engagement
• High attention to detail and process orientation
• Ability to collaborate effectively with cross-functional teams

Preferred Skills

• Experience with CRM tools (e.g., Zoho) and communication platforms (e.g., WhatsApp Business)
• Understanding of learner lifecycle in EdTech or academic environments
• Experience in handling certifications, learner onboarding, or engagement programs