Job Title Online Class ModeratorJob DescriptionPrimary Responsibilities
Manages team of Class Moderators for KNA regulated online classes. This team is responsible for ensuring all regulatory requirements are met, including moderated student chats, polling, Instructor support and post class reporting.Â
Works closely with Director, Campus & Class Operations to ensure live online classes are staffed and scheduled based on regulatory needs.Â
Assists Instructors and students with first tier support for technical and access issues. Escalates advanced tech issues to Multimedia or Tech support teams as needed. Â
Works with the Inside Sales team to ensure private classes are delivered based on client expectations.Â
Collaborates with Contact Center to resolve student attendance questions and ensure excellent student experiences for students. Assists in coordinating student communications for cancelled or rescheduled sessions.
Works with Regulatory Filing & Reporting (RFR) team to ensure session reports are delivered in a timely manner. Collaborates with RFR on student attendance issues and advises students on make-up options.
Manage payroll for all direct reports, including reviewing for accuracy, Workday approval and corrective action when needed.Minimum Qualifications
Bachelor’s degree in Education, Business, Management or related field.
​5+ years Customer Service; Admin Support  
Strong in Excel and Google Suite products
Ability to analyze data and make data-based decisions
Ability to thrive in an innovative, creative, and teamwork-oriented professional environment
Ability to work extended hours in order to meet business objectives (some evening and weekend hours required)
Embracive of a fast-paced working environment with evolving job responsibilitiesÂ
Ability to effectively manage a dispersed, remote workforce
Experience working with online delivery platforms (Zoom, WebEx, Adobe Connect, etc).Â
Customer Service skills.Preferred Qualifications
Qualified candidates must understand the basic technical processes of live video streaming as well as have a general understanding of web-based training, possess basic troubleshooting skills and be detail-oriented.#LI-ER1LocationRemote/Nationwide, USAAdditional Locations Employee TypeEmployeeJob Functional Area OperationsBusiness Unit00079 Kaplan Professional
