Learner Success Advocate

Posted Monday, December 22, 2025 at 5:00 AM

Penn Foster Group’s Learner Success Advocates leverage point-of-need digital support tools to shepherd high school, career, and college learners through their personalized learning experience. With a focus on driving persistence and program completion, Learner Success Advocates foster a support environment that allows learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.

* This position will report to the office two days per week in Chandler, AZ.

Salary: $20/ hour

• Perform all duties in full support of Penn Foster Group’s Purpose, Promise, and Principles, understanding that the positive and effective execution of these duties is instrumental to the success and experience of our learners.
• Promote a personalized, and supportive experience for learners, driving improvement in measured learner progression, completion outcomes, and satisfaction metrics.
• Leverage omni-channel and multi-channel support tools and technologies to perform inbound and outbound digital and telecommunications with learners and their guardians according to defined service level agreements.
• Conduct data-driven interventions and motivation outreach to support, guide, and empower at‑risk learners through their learning experience, continually building learner confidence and the development of skills necessary to be advocates for themselves.
• Collaborate with the Education team to advise learners on program or course selections, motivate, and coach learners to help them achieve their career goals.
• Assist learners with scheduling instructional and tutoring appointments and navigating self‑help resources, such as the learning management system, library, and learning resource center.
• Establish and grow effective working relationships with other learner support teams to provide a seamless, timely support experience.
• Strive for first contact resolution and attempt to de‑escalate and resolve challenges impacting the learner’s ability to progress.
• Provide feedback to the Penn Foster Group regarding opportunities to improve the learner experience and serve as a catalyst for support experience improvement.
• Perform accurate and timely data entry updates to learner profiles in enterprise systems.
• Manage multi‑brand and cross‑vertical learner caseloads as needed.
• Perform other duties as assigned.

• High School diploma or equivalent required *

* proof of High School Diploma or Equivalent required

• 1 - 3 years of work experience required.
• 1-3 years of customer service experience preferred.

• Must be able to perform 8 hours of computer work per day.
• Adept at learning new technologies.
• Proficient with Microsoft Office.

• Experience with inbound and outbound digital and/or phone support.
• Experience with Ada chatbot and Microsoft Dynamics.

• Ability to multi‑task and work efficiently.
• Excellent verbal and written communication skills.
• Acute active listening skills.
• Demonstrates empathy, respect, and awareness of the needs of our learners.
• Must report to the office at least two days per week.
• When working from home, access to consistent, adequate internet connectivity is required.
• * Please note that a technical assessment will be required as part of our hiring process.

At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, Career Step, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real‑world skills and knowledge that enable learners to achieve long‑term success in the workplaces of the future.

Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that…