Departments / Operations & Support
Customer success, product support, documentation, and knowledge management.
Customer intelligence is the evidence base about the learners and institutions already using our platform — who they are, how they behave, and why they stay or leave.
Qualitative coding and thematic analysis · Customer interviewing · Survey design · SQL or spreadsheet-based analysis + 6 more
Business analytics answers specific commercial questions with numbers — what a learner cohort is worth over time, where an enrolment funnel leaks, which programmes carry their own costs, and what a price change would plausibly do to volume.
SQL · Spreadsheet and financial modelling · Cohort and retention analysis · Funnel and conversion analysis + 6 more
Delivering paid implementation and advisory work — scoping, delivery planning, and the discipline of billable engagement management.
Engagement scoping · Delivery planning · Progress tracking · Documentation + 1 more
Helping customers get value quickly — onboarding paths, enablement material, and reducing time-to-first-value.
Enablement content design · Onboarding journey design · Content writing · Documentation + 1 more
Service delivery to institutional clients — coordinating everything a client needs across teams, with clear ownership of the relationship.
Client service coordination · Request tracking · Professional communication · Documentation + 1 more
The operational systems behind customer-facing teams — queues, SLAs, tooling, and the workflows that determine response quality.
Customer operations · Workflow/queue design · SLA management · Documentation + 1 more
Operating across geographies — time zones, local requirements, and the tension between global standards and local adaptation.
Global operations literacy · Cross-geography research · Documentation · Cross-cultural coordination + 1 more
Operations spanning the whole enterprise — shared processes and standards that cut across every function rather than sitting inside one.
Process standardisation · Cross-functional mapping · Documentation · Analytical thinking + 1 more
The operational layer under our education programmes — cohorts, schedules, and the logistics that make delivery work at scale.
Programme operations · Scheduling · Milestone tracking · Documentation + 1 more
Records management as a discipline — retention schedules, classification, and archival integrity, distinct from day-to-day documentation work.
Records management fundamentals · Classification/taxonomy · Documentation · Attention to detail + 1 more
Travel and event administration — the logistics behind offsites, conferences, and business travel, distinct from general office administration.
Travel/event coordination · Vendor comparison · Budget tracking · Documentation + 1 more
Support our learner and applicant community directly — answering questions, moderating discussions, and fostering a helpful environment.
Communication · Moderation judgement · Patience · Documentation