Student Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver customer support and assistance with a focus on learner satisfaction.

• Manage incoming communications through phone, chat, email, and help desk support tickets.

• Assume responsibility for resolving corporate customer inquiries.

• Actively engage with students to understand their concerns, pinpoint issues, and offer effective solutions.

• Independently adhere to established processes and procedures.

• Achieve or surpass both individual and team performance targets.

• Foster a positive and streamlined experience for students.

• Recognize recurring patterns and operational challenges.

• Work collaboratively with cross-functional teams to enhance processes and alleviate obstacles for learners.

• Provide support to colleagues and contribute to the Help Center, Support Hub, and internal knowledge bases.

• Utilize approved AI tools and technologies to enhance productivity, self-service options, and response uniformity.

• Exhibit proficiency in StraighterLine’s Student Information Systems and support technologies.

• Adapt to fluctuating business priorities, cross-brand requirements, and schedules.

⛳️ Requirements

• At least 5+ years of experience in customer support, contact centers, or similar customer-facing roles.

• Experience in education or EdTech is preferred.

• A Bachelor’s degree, or an Advanced Degree, is highly preferred.

• Previous experience in online education is advantageous.

• Strong analytical skills with a keen attention to detail.

• Demonstrated empathy and enthusiasm for the student as a customer.

• Capability to prioritize tasks based on changing needs.

• Outstanding written and verbal communication skills.

• Highly patient and an attentive listener.

• Excellent skills in time management, multitasking, and organization.

• Experience working in a contact center or a KPI-driven performance environment.

• Ability to remain seated for extended periods during scheduled shifts.

• Proficient in using multiple software platforms.

• Compliance with attendance policies is essential.

🏝️ Benefits

• Generous time off policies.

• 11 public holidays and 1 floating holiday.

• Coverage for Medical, Dental, and Vision Insurance.

• 401K Safe Harbor: StraighterLine contributes 3% of your total salary regardless of your contributions.

• Six weeks of paid parental leave.

• Complimentary StraighterLine courses for you and your family members.