Learning Support Manager

<h3>Accountabilities:</h3><li>
<strong>Academic Training and Development:</strong>Design and deliver engaging training sessions, workshops, and webinars to help academics confidently use the platform and integrate it into their teaching practices.</li><li>
<strong>Assessment Design and Quality:</strong>Advise academics on creating high-quality, scaffolded assessments grounded in effective pedagogical principles, and develop and refine assessment templates aligned with learning quality standards.</li><li>
<strong>Regional Support Management:</strong>Oversee support operations across the Americas, ensuring academic and student inquiries are resolved within established service targets and technical issues are escalated efficiently to the appropriate teams.</li><li>
<strong>Knowledge Management:</strong>Maintain and improve the Help Centre, support documentation, and educational resources to address the needs of academics and students throughout the region.</li><li>
<strong>Relationship and Account Management:</strong>Build strong relationships with university partners, conduct end-of-semester check-ins, develop ongoing support plans, and lead quarterly business reviews for priority accounts.</li><li>
<strong>Growth and Referral Initiatives:</strong>Manage the academic referral program and identify opportunities to strengthen engagement, encourage adoption, and expand the platform’s reach across the Americas.</li><li>
<strong>Cross-Functional Collaboration:</strong>Share customer feedback and regional insights with Commercial, Sales, Operations, and Product teams to improve internal tools, support processes, and the overall user experience.</li><li>
<strong>Regional Implementation and Success:</strong>Support the onboarding and adoption of new university partners, ensuring academics are trained, assessments are launched successfully, and users receive a consistent, high-quality experience.</li><h2>Requirements:</h2><li>
<strong>Relevant Professional Experience:</strong>Experience in learning design, academic development, university teaching, or an education-focused customer success role.</li><li>
<strong>Pedagogical Expertise:</strong>Strong understanding of assessment design and learning principles, with the ability to advise academics on effective teaching strategies and high-quality assessment practices.</li><li>
<strong>Training and Facilitation Skills:</strong>Proven experience designing and delivering training sessions, workshops, or webinars for academics or other professional audiences.</li><li>
<strong>Communication Skills:</strong>Fluent written and spoken English, with the ability to communicate complex information clearly, professionally, and warmly.</li><li>
<strong>Technology Proficiency:</strong>Comfortable working with software platforms and digital learning tools, with the ability to learn new technologies quickly and help others use them effectively.</li><li>
<strong>Relationship Management:</strong>Strong interpersonal skills and the ability to build trust, maintain engagement, and develop lasting relationships with academic stakeholders.</li><li>
<strong>Organization and Prioritization:</strong>Excellent organizational skills, with the ability to manage multiple academic partners, courses, deadlines, and competing priorities simultaneously.</li><li>
<strong>Problem-Solving and Continuous Improvement:</strong>Ability to translate user feedback into practical improvements to resources, tools, support processes, and the overall learning experience.</li><li>
<strong>Remote Collaboration:</strong>Comfortable working independently across time zones and collaborating with a globally distributed team, including colleagues who may be offline during your working hours.</li><li>
<strong>Additional Assets:</strong>Familiarity with higher education in North or Latin America and experience using learning management systems such as Canvas or Moodle are considered advantages.</li><h2>Benefits:</h2><li>
<strong>Remote Work:</strong>Work remotely from Brazil while supporting university partners across the Americas.</li><li>
<strong>Full-Time Opportunity:</strong>Full-time contractor position with working hours from 9:00 a.m. to 5:00 p.m. Eastern Time.</li><li>
<strong>Paid Leave:</strong>Access to paid annual leave and paid sick leave, even under the contractor arrangement.</li><li>
<strong>Learning and Development:</strong>Receive comprehensive platform training from day one and benefit from the guidance of an experienced Learning team.</li><li>
<strong>Meaningful Impact:</strong>Help shape how academic institutions adopt technology, improve assessment practices, and support student learning across a growing region.</li><li>
<strong>Ownership and Autonomy:</strong>Play a key role in establishing regional support processes and influencing the development of resources, tools, and best practices.</li><li>
<strong>Collaborative Environment:</strong>Join a small, globally distributed team operating in a dynamic, growth-stage environment with opportunities to contribute directly to regional expansion.</li>