Learner Support Manager

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we pride ourselves on driving innovation in education technology and creating impactful learning experiences. We are seeking a Learner Support Manager to join our team and ensure a seamless, high-quality learner support experience across our career accelerators.

Role Overview
The Learner Support Manager will oversee the learner support function, managing incoming learner queries and ensuring consistent service excellence across all programmes. This role works closely with Success Managers and Delivery teams to distinguish reactive support from proactive learner engagement, enabling teams to focus on learner outcomes and programme progression. This is a full-time remote position suitable for candidates located in the UK or South Africa.

Key Responsibilities

• Manage and oversee all learner support tickets through the Freshdesk system, ensuring timely and effective resolution
• Develop and maintain clear processes for handling common learner issues and escalations
• Work closely with Success Managers and Delivery teams to triage tickets and hand off cases requiring specialist input
• Monitor support volume, trends, and performance metrics, providing regular insights to senior management
• Maintain and update learner support knowledge bases, FAQs, and internal documentation
• Liaise with partners, learners, and internal teams to ensure smooth communication and consistent learner experience
• Identify recurring issues and work with programme teams to improve processes or resources to reduce future support requests
• Contribute to training and onboarding of Success Managers or new staff on support processes
• Ensure compliance with data protection, privacy, and accessibility standards in all learner communications

• Proven experience in learner support, customer service, or operations within an educational or EdTech environment
• Experience with ticketing systems such as Freshdesk or Zendesk, and workflow management
• Excellent organisational skills with the ability to prioritise high-volume support queries
• Strong communication and interpersonal skills, with a collaborative approach to problem-solving
• Analytical mindset, capable of identifying trends and making recommendations for process improvements
• Comfortable working independently in a remote setting while coordinating with cross-functional teams
• Knowledge of data protection (GDPR) and accessibility best practices is desirable

• Collaborative, people-centred performance culture
• Opportunities to grow in a fast-paced, innovative EdTech environment
• Exposure to diverse learners and impactful educational programmes

Our Recruitment Process
The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit.

1. Application Submission: Complete the online form and answer brief application questions
2. Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist
3. Video Interview Stage: You’ll be invited to record short responses to 3–4 role-specific questions
4. Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role)
5. Final Shortlist & Verification: Reference and background checks are completed
6. Offer & Contracting: Successful candidates receive formal offers and contract documents
7. Pre-boarding & Onboarding: Once accepted, you’ll complete a pre-boarding process before officially joining your employing organisation within the Employer Group

Throughout every stage, we value clear communication, respectful engagement, and timely feedback