Fast Facts

The Learner Success Coach will provide support to new learners at Sophia Learning, focusing on onboarding, academic advising, and transfer guidance to enhance the learning experience.

Responsibilities: The role involves personalized learner support, transfer guidance, proactive engagement for retention, and development of scalable onboarding systems.

Skills: Candidates should have skills in academic advising, understanding credit transfer processes, strong communication abilities, and a familiarity with CRM tools.

Qualifications: Preferred qualifications include 2+ years in academic support roles and a Bachelor's degree, with online education experience being a plus.

Location: This role is based in the United States and may require occasional travel.

Compensation: $21 - $32 / Hourly

We are seeking a Learner Success Coach to support learners during their first month with Sophia Learning and beyond. This role blends proactive onboarding, academic advising, transfer guidance, and learner support, helping learners make informed decisions about course selection, time management, and successfully navigating the credit transfer process. The ideal candidate thrives in ambiguity, embraces a start-up mentality, and enjoys building scalable systems and processes to improve the learner experience. This is a critical role in shaping a learner-centric experience and ensuring that new Sophia students feel confident and supported from day one.

Essential Duties & Responsibilities:

1.Learner Onboarding & Support

Provide personalized guidance to new and prospective learners on course selection and time management.
Assist learners in developing study plans and strategies to manage their online courses effectively.
Engage learners through email, chat, phone, and video to answer questions, troubleshoot challenges, and provide encouragement.

2. Transfer Guidance & Academic Advising

Advise learners on how Sophia courses align with their degree programs and transfer requirements.
Guide learners through their home institution’s transfer credit process, including articulation agreements, credit equivalencies, and documentation requirements.
Help learners obtain pre-approvals from academic advisors or registrars, contact and provide clear instructions on submission processes.
Maintain up-to-date knowledge of transfer policies across partner and non-partner institutions.

3. Proactive Outreach & Retention Support

Conduct early engagement with learners to identify risks and intervene with tailored strategies.
Monitor learner progress during the first month and provide proactive guidance to ensure continued engagement.
Respond promptly to learner inquiries, providing empathetic and solutions-focused support.

4. System Development & Collaboration

Develop scalable workflows, tools, and resources to improve the onboarding and transfer guidance experience.
Contribute to internal knowledge bases, decision trees, and learner-facing guides.
Collaborate with internal teams (Learner Support, Partner Success, Product) to ensure consistency and accuracy in communication and processes.
Track learner interactions, outcomes, and trends using CRM systems and other tools to inform continuous improvement.

Job Skills:

Advising & Counseling: Ability to support learners through complex academic decisions with empathy and accuracy.
Transfer Expertise: Understanding of credit transfer processes, articulation agreements, and general education curricula.
Process Development: Experience creating scalable workflows, documentation, and decision-support tools.
Communication & Tech Skills: Strong written and verbal communication; proficiency with CRM systems (Salesforce, Zendesk, etc.) and collaboration tools (Teams, email platforms).
Project Management: Ability to prioritize, coordinate multiple initiatives, and manage time effectively.
Documentation & Knowledge Management: Skilled at creating learner guides, FAQs, and internal resources.
Tech Savvy: Quick to learn new software platforms and tools.

Work Experience:

2+ years in academic advising, admissions, transfer services, or student support.
Familiarity with online or adult education preferred.
Experience with credit recommendation services (e.g., ACE) is a plus.
Demonstrated ability to work in unstructured environments and build processes from scratch.
Empathetic, solution-oriented, and able to support learners from diverse backgrounds.

Education:

Bachelors Degree Required

Certificates, licenses, & registrations:

Other:

Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).
Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.
If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.
This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.
Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.
Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.
Able to access information using a computer.
Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$21.50 - $32.75 - Hourly

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.

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