Learner Support Associate ( 1-2Y)

Location: Bangalore (In-office)

Experience Required: 12 Years

Type: Full-time

About Airtribe

Airtribe is building outcome-driven learning experiences for working professionals. We dont just run programs - we build structured journeys where learners get real skills, real mentorship, and real career outcomes.

As we scale, learner experience becomes non-negotiable. And thats where this role comes in.

About the Role

Were hiring a Learner Support Associate to own first-level learner support across WhatsApp (primary), calls, email, and internal dashboards/LMS.

This is not a passive support role.

You will be the frontline owner of learner experience - ensuring queries are resolved quickly, accurately, and with empathy.

If you enjoy solving problems, closing loops, and bringing structure to chaos - this role is for you.

Key Responsibilities

Learner Query Management

• Handle learner queries across WhatsApp (primary), inbound/outbound calls, email, and LMS dashboards
• Ensure timely responses and closures as per defined SLAs
• Maintain clarity, professionalism, and empathy in all communication

End-to-End Resolution

• Resolve learner concerns related to:
• Program access & operations
• Session logistics & deadlines
• Mentor/career support
• Payment-related queries
• Escalate complex cases to Program Managers / Mentors / Finance / Tech with full context
• Follow through until complete closure no open loops

Process & Insight Tracking

• Maintain FAQs, canned replies, and support templates
• Improve support SOPs to reduce repetitive queries
• Track weekly insights:
• Top query drivers
• Recurring issues
• Experience gaps
• Recommend improvements to enhance the learner journey

What Were Looking For

• 12 years of experience in support/operations/edtech/community management
• Strong written and verbal communication skills
• High empathy with structured thinking
• Ownership mindset you dont wait, you act
• Ability to manage high query volumes in a fast-paced setup
• Strong prioritization and multitasking ability
• Comfort working with dashboards, CRM tools, and internal systems

What Success Looks Like

• Fast response times
• High query resolution quality
• Minimal escalations
• Cleaner learner experience
• Fewer repeated queries month-on-month

Why Join Us

• Direct impact on learner experience and retention
• High ownership role in a fast-scaling startup
• Work closely with Program, Growth, and Founders
• Opportunity to grow into senior LXD / Operations roles

If you believe learner experience is built in the small details wed love to connect.