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Learner support that scales with enrolment
Built for online learning platforms and LMS providers, tutoring and skills marketplaces, exam-prep and self-paced learning apps, coding schools and bootcamps, upskilling platforms, and edtech SaaS selling into schools and institutions across African and Africa-facing markets.
Airsenseinc does not sell seats. We recruit, train, legally employ, and stay accountable for the outcomes of the teams that support your learners, tutors, parents, and institutional buyers. You own the learning promise. We own delivering the support that keeps learners in the course.
70%
Reactivation target, lapsed learners
85%
CSAT target
<5m
First response target
Illustrative targets, agreed per engagement.
Industry challenges
What makes EdTech operations hard
In edtech, support is not a cost centre. It is a retention lever. A learner who cannot log in, cannot find the next lesson, or feels unseen in a cohort quietly drops off. These are the pressures we are built to absorb.
Activation friction
The gap between signup and first completed lesson is where most learners are lost. Password resets, access confusion, and payment questions stall people before they ever experience the product.
Technical support surges
Login failures, video playback issues, device and browser problems, and access errors generate high, repetitive volume that overwhelms small teams.
Completion and drop-off
Learners go quiet mid-course. Without proactive support and community, engagement decays and completion rates suffer.
Seasonal spikes
Enrolment windows, exam season, and back-to-school periods create sharp, predictable surges that a fixed in-house team cannot flex to cover.
Content operations debt
Course catalogs, listings, metadata, and curriculum records fall out of date, making discovery and navigation worse.
Engagement and retention
Keeping learners active takes proactive nudging, not just reactive help.
Typical workflows
The work we take on for EdTech teams
- Multichannel learner support
We handle login, access, video playback, navigation, payment, and course questions across email, chat, phone, WhatsApp, in-app, and social. Repetitive questions are deflected to a chatbot with a live agent standing behind it.
- Learner onboarding and activation
We guide new learners from signup to first completed lesson, clearing the friction that causes early drop-off, and chasing incomplete steps so accounts activate.
- Tutor and instructor onboarding
We walk marketplace supply side through verification, profile setup, document upload, and platform training so instructors go live instead of stalling.
- Ticketing and escalation
Every issue becomes a tracked ticket, managed against SLA, tagged by type, resolved at first contact where possible, and escalated with clean context when it needs engineering.
- Community management
We run the WhatsApp, Slack, Discord, or forum spaces where cohorts gather, keep them active, moderate for safety, and surface recurring blockers to your product team.
- Learner re-engagement
We reach out to learners who have gone quiet mid-course, nudging them back before they lapse.
- Institutional lead qualification
We qualify inbound school and enterprise enquiries, book demos and discovery calls, and keep account records current so your commercial team walks in prepared.
- Catalog and listings upkeep
We keep listings, metadata, and catalog records clean and current so learners can find and start courses.
Recommended services
What we would run for an EdTech team
We tailor the mix to your stage and risk profile. A typical engagement draws on these.
Customer Experience
Patient support for learners, parents and educators, ready for the enrolment surge.
Learn moreGrowth & Community
Community management, moderation and re-engagement that keep learners active.
Learn moreBusiness Operations
Enrolment, records and billing admin handled accurately through every intake.
Learn more Success metrics
What good looks like in EdTech
Agreed per engagement and tracked weekly.
85%
CSAT
<25m
Average handle time (AHT)
↑
First contact resolution rate
Directional, agreed per engagement
↑
Reactivation rate on lapsed learners
Directional, agreed per engagement
Protect every order, every season
A 30-minute consultation. We look at your channels and peak calendar, and map operations that scale without dropping quality.
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