WHAT YOU'LL DO
RISE stands for Rapid & Immersive Skill Enhancement, and is designed to enhance employability, as well digitalize the SME landscape in Singapore, by building high-demand business and tech skills. Created by BCG U, RISE leverages BCG's industry experts to deliver cutting edge content and experience to its participants.
As a Learner Excellence Associate at BCG RISE, you will play a key support role in delivering high-quality learner services across our programs. You will primarily focus on managing learner communications, resolving queries, and supporting administrative processes during the learner journey. Your contributions will help ensure a seamless experience from onboarding through to program completion.
KEY RESPONSIBILITIES
Learner Support & Inbox Management (50%)
- Serve as the first line of support for learner queries, managing the learner support inbox.
- Draft clear, structured, and empathetic email responses to a range of learner situations.
- Escalate complex issues internally with concise and confident summaries for relevant stakeholders.
- Use response templates and suggest refinements to improve inbox efficiency.
Troubleshooting & Platform Support
- Provide troubleshooting support for LMS platforms, Zoom, Trello, and other internal tools.
- Track and escalate recurring access, attendance, or tech-related issues to the relevant team.
- Maintain learner-facing help guides, FAQ content, or resource libraries as needed.
Program Onboarding & Documentation
- Prepare and send onboarding materials, welcome comms, and session reminders.
- Manage learner rosters, attendance logs, and other documentation in line with compliance and audit requirements.
- Ensure all learner records are organized, up-to-date, and ready for reporting when needed.
- Maintain and update all relevant internal and learner-facing documentation with accuracy.
- Deliver technical orientation sessions to support learners in familiarizing with the different learning tools.
Operational Support & Process Improvement
- Participate in team meetings and track action items and task follow-ups.
- Identify repetitive queries or manual processes and propose ways to simplify or automate.
- Contribute to the development of learner response templates, trackers, and resource documents.
- Support internal process improvements by identifying common learner issues and recommending enhancements.
- Support cross-functional teams with ad hoc operational tasks.
WHO YOU ARE
- Someone who thrives in a fast-moving, learner-facing role, enjoys fixing problems, and cares about improving the experience — not just completing tasks.
- A service-oriented individual with strong communication and organizational skills.
- Comfortable using email, spreadsheets, and common digital learning tools.
- Detail-focused, proactive, and able to work independently in a fast-paced environment.
- Confident communicating across teams, including with Teaching Assistants, Track Specialists, and Operations Leads.
- Curious about AI-enable tools and passionate about using automation to streamline operational efficiency and scale impact.
MUST HAVES
- Strong written communication skills: Able to write structured, empathetic responses to learner queries and escalate issues internally with clarity.
- Tech literacy: Familiar with digital tools such as LMS platforms, Zoom, Trello, Excel (e.g., filtering, basic formulas), and open to picking up new tools.
- Process discipline: Consistently accurate in documenting and tracking learner-facing actions and admin workflows.
- Operational ownership: Willing to flag issues proactively, contribute to template or process improvements, and take initiative in repetitive tasks.
- Inbox and learner management: Comfortable owning a shared inbox rotation and handling emotionally sensitive queries.
- Problem-solving mindset: Able to anticipate and troubleshoot learner issues, escalating thoughtfully and improving workflows where needed.
GOOD TO HAVES
- Experience in a learner support, customer service, or operations coordinator role.
- Familiarity with TPGateway or SkillsFuture Singapore (SSG) systems, or similar compliance-oriented environments.
- Experience using Learning Management Systems (LMS).
- Data analysis skills beneficial for tracking learner queries, participation, or compliance documentation.
- Experience standardizing communication (e.g., creating templates, FAQs, or shared guides).
- Comfort reviewing workflows for inefficiencies and suggesting improvements or automation.
- Exposure to virtual or hybrid learning environments and understanding of session logistics.
- Comfortable working in a fast-paced, evolving environment with shifting priorities and timelines.
WHO YOU'LL WORK WITH
You will report to the Learner Excellence Lead and collaborate closely with the Learner Excellence Specialist, Teaching Assistants, Track Specialists, and the broader RISE program team. You may also coordinate with central operations, content, and marketing teams as needed.
