Senior Learner Support, Outreach Specialist

Pathstream

. Ramp up on new client/partner programs and maintain current knowledge across the portfolio .

Posted 9/28/2026full-timeRemote • United StatesSenior💰 $85,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in learner engagement and retention strategies, utilizing strong communication and analytical skills to support and guide learners effectively. Proficient in collaborating cross-functionally to enhance learner experiences and refine support tools.

Highest-signal resume keywords

Learner Engagement StrategiesCross-Functional CollaborationData Analysis and MetricsWritten and Verbal CommunicationMentorship and Leadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisRetention StrategiesIntervention DesignAI/Chatbot Tool TrainingEmail CommunicationSMS CommunicationPhone SupportEngagement Metrics MonitoringOnboarding ProcessesFeedback Synthesis

Soft Skills

EmpathyPatienceTrust BuildingOrganizational SkillsAttention to Detail

Industry Keywords

High-Touch SupportRelationship-Driven SupportClient/Partner ProgramsLearner FeedbackMarketing Collaboration

About the role

Key responsibilities & impact

Ramp up on new client/partner programs and maintain current knowledge across the portfolio
Guide new learners through onboarding and provide ongoing information, encouragement, and support
Design and execute intervention and follow-up strategies through email, SMS, and phone to improve retention and completion
Track and evaluate intervention results and refine approaches for retention and engagement
Support refinement and development of AI-powered learner support tools
Surface learner feedback to Marketing, Product, and other relevant internal teams
Collaborate cross-functionally with Support, Program, Product, and Marketing teams to resolve learner-reported issues
Monitor learner engagement metrics and outcomes
Identify opportunities to clarify marketing and flag product bugs

Requirements

What you’ll need

3–5 years of experience in a high-touch, relationship-driven support role, with at least 1–2 years in a senior, lead, or mentorship capacity
Ability to build trust and rapport quickly
Empathy and patience when supporting struggling or frustrated learners
Strong written and verbal communication skills across email, SMS, and phone
Exceptional organizational skills and attention to detail
Ability to absorb and synthesize context across multiple clients/partners and tailor communications
Analytical mindset with ability to identify patterns and trends in engagement data and learner feedback
Comfort using metrics and data to inform decisions
Proactive, self-directed approach
Experience training or tuning AI/chatbot tools is a plus
Flexibility to work early East Coast hours as needed to support learners in Europe

Benefits

Comp & perks

Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents
Flexible spending account (health)
Employee Assistance Program (mental health, financial health, legal support, and more)
Free access to wellbeing apps like Ginger and Headspace
Flexible paid time off and 13 paid holidays
Generous paid parental leave
Short and long-term disability insurance (100% company paid)
Annual professional development budget
Company-provided laptop
Remote-first culture
Life insurance (100% company paid)
Optional supplemental life insurance
401(k)
Discounted pet insurance