JOB DESCRIPTION
Title: Bilingual Learner Operations Associate (English/Spanish) 3-month contract
Reports to: VP of Education, Engagement and Operations
Location: Fully remote: can work from anywhere in the continental U.S.
About the Organization
EnGen is an AI-powered English learning platform on a mission to solve a systemic access issue: Adult English learners now represent 1 in 10 working-age adults in the U.S., yet the workforce system serves the needs of just 4% of these workers.
A Certified B Corporation, we partner with employers, educators, workforce boards, and governments to connect workers with the language skills and career pathways they need to thrive in high-demand industries.
Our mobile-first platform delivers personalized, real-world English instruction built on media-rich content and adaptive learning. We combine powerful tech solutions with human support—multilingual coaches, enrollment specialists, and live virtual workshops—to ensure learners make rapid, measurable progress toward their goals.
At EnGen, we believe in using tech to do what machines do best, so people can do what humans do best. Our culture is nimble, empowering, welcoming, and transparent. We value inclusivity, empathy, and authenticity. We’re a fully remote team, distributed across the U.S. and growing fast as we help reshape workforce development nationwide.
Position Overview
EnGen’s Operations Team is seeking a proactive, results-oriented Learner Operations Associate to provide excellent customer service to our clients and learners. The Learner Operations Associate will monitor and respond to incoming requests and use various back-end operational tools to manage and respond to those requests. The Learner Operations Associate will provide cross-team support and report directly to the VP of Education, Engagement, and Operations.
Essential Duties & Responsibilities
Support with onboarding for non-coaching learners and enrollment across various clients
Assist with learner re-enrollment through calling campaigns
Provide over-the-phone support for learners via Aircall
Provide operational support for Customer Success and Channel Partner teams
Other Duties & Responsibilities:
Support various teams with operational tasks, including learner enrollment and deactivation
Cross-train with other Operations team members to provide support as needed
Identify opportunities for process improvement and increased efficiency within operational workflows
Help implement best practices to streamline internal processes
Collaborate with EnGen team members to boost seat utilization and learner engagement
Attend internal meetings and perform other tasks as assigned
Knowledge and Skills
Bilingual fluency in English and Spanish (spoken and written)
A strong passion for helping learners overcome English as a barrier to achieving career advancement, economic mobility, and a better quality of life
Strong organizational and time management skills
Ability to communicate effectively at all levels, with exceptional writing skills
Strong customer service skills and cross-cultural sensitivity
Minimum of 2 years of experience in customer service, operations, or a similar field
Comfortable using Microsoft Excel for basic tasks such as data entry, sorting, and simple formulas
Experience with mass digital communications tools (e.g., HubSpot, Salesmsg, Freshdesk)
Action-oriented, with a strong sense of urgency
Proactive and able to take initiative without strict guidance
