Webinar Specialist (Bilingual - Spanish + English)

About Emeritus:

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Objective of the Role

We are looking for a competent Bilingual (Spanish + English) Webinar Specialist to undertake a variety of administrative and program management tasks. You will help in planning, organizing and hosting Webinar/Live sessions as well as carry out essential operational duties. To be an excellent Webinar Specialist, you must be organized and detail-oriented, comfortable working with diverse teams. The goal will be to facilitate the effective management of Live sessions according to the organization’s standards.

Responsibilities:

1. Live Session (Webinar) Operations – Core Focus

· Own end-to-end execution of live sessions including scheduling, setup, hosting support, and troubleshooting while ensuring adherence to LSS timelines and course readiness SLAs

· Ensure readiness of all session components including Live Session Page, calendar updates, announcements, and access links

· Join sessions in advance to perform technical checks (audio/video, presenter readiness, platform setup)

· Provide real-time support during sessions and act as the first line of escalation and actively monitor live sessions through Command Center operations.

· Monitor and manage multiple concurrent sessions and workflows, stepping in where required and mitigating operational risks in shared access environments

· Leverage automation tools where applicable, while effectively handling exceptions through manual workflows

· Execute post-session activities including uploading recordings, slides, transcripts, and publishing learner communications

· Coordinate with internal stakeholders to ensure seamless session delivery

2. Learner Support & Program Coordination

· Manage learner interactions through email, tickets, and occasional calls, ensuring timely and accurate resolution

· Support learners across key stages including onboarding, program access, schedules, payments, deferrals, and completion queries

· Prioritize and manage cases based on urgency, ensuring adherence to defined SLAs, CSAT, and quality benchmarks

· Maintain clear, empathetic, and professional communication with learners

3. Stakeholder Coordination, Process Excellence & Operational Readiness

· Collaborate with cross-functional teams (academics, tech, admissions, outreach) to resolve learner and session-related issues, ensuring timely closure and clear communication

· Adhere to defined SOPs, SLAs, and quality standards across webinar operations and learner support workflows, with a strong focus on accuracy and consistency

· Identify process gaps and contribute to continuous improvement and knowledge management initiatives

· Demonstrate flexibility to operate in a 24x7 rotational shift environment, managing both live session responsibilities and learner support tasks based on business needs

· Ensure effective shift handovers and maintain continuity of operations across global time zones

Key Skills and Experience:

Bilingual proficiency in Spanish and English

· Bachelor’s degree or equivalent qualification

· 2–4 years of experience in webinar operations, customer support, or program delivery

· Strong written and verbal English communication skills

· Proven ability to manage live/real-time operations under pressure

· Hands-on experience with Zoom or similar webinar platforms (scheduling, hosting, troubleshooting, post-session tasks) is highly preferred

· Familiarity with LMS platforms, Airtable, or automation tools is a plus

· Ability to manage high-volume, time-sensitive operations with strong attention to detail

· Strong escalation management and decision-making skills in live environments

· Experience working in automation-driven environments (preferred)

· Strong organizational and multitasking skills with the ability to manage parallel workflows

· Customer-focused mindset with strong ownership and accountability

· Ability to work independently in a remote setup while collaborating with global teams

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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