Stride
Sr Customer Support Specialist
🇺🇸 Remote - US
🕑 Full-Time
💰 $70K - $123K
💻 Customer Support
🗓️ February 21st, 2025
LMS
Salesforce
Edtech.com's Summary
Stride, Inc. is hiring a Sr Customer Support Specialist. This role involves managing service requests and troubleshooting issues for Learning Hub customers while representing their needs within the organization. The specialist coordinates with internal teams such as Product Development and Engineering to resolve technical issues and enhance the customer experience.
Highlights
- Main responsibilities include client communication, user acceptance testing, and issue resolution.
- Experience with Student Information Systems and Learning Management Systems is required.
- Proficiency in platforms like Salesforce/Service Cloud, JIRA, and ServiceNow is preferred.
- Salary range is from $69,906 to $123,085.20, with potential bonuses and benefits.
- Five years of experience in operations and customer support are necessary.
- Requires strong quantitative and analytical skills along with excellent communication abilities.
- Proficiency in MS Excel, Word, PowerPoint, and Outlook is needed.
- The position requires the ability to manage competing priorities in a fast-paced environment.
- Ability to travel up to 10% for team collaboration is required.
- No formal supervisory responsibilities are involved.
Sr Customer Support Specialist Full Description
Sr Customer Support Specialist
US - VA - Remote
Full time
Job Description
Summary: The Customer Success Support Specialist serves as the front line in supporting incoming service requests and issues from Learning Hub customers. This role is an extension of the customer and represents their voice within the organization. The specialist provides high-level support and expertise with an emphasis on troubleshooting and enhancing the customer experience. They also act as a key liaison between the customer and internal teams such as Product Development and Engineering to address and resolve technical issues. This position works closely with other operational teams to ensure Learning Hub customer needs and priorities are accurately represented.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Create and maintain client facing communications related to planned and unplanned system maintenance, release notes, and known issues
- Lead and participate in user acceptance testing for new product and maintenance releases
- Serve as information resource and liaison to other departments and provide ongoing support and communication to both internal and external customers
- Foster strong working relationships with Partner Solutions, Enablement, Product Development, and IT groups, and other key stakeholders; soliciting regular feedback, and responding proactively
- Manage the integrity, confidentiality, and security of all student records per policy
- Create, investigate, and track solutions for customer-reported application errors.
- Escalate unresolved issues to appropriate teams, collaborating daily with IT and Product Development to prioritize business needs.
- Identify and proactively address product issues, applying expertise to develop customer-focused solutions.
- Develop, monitor, and report key case and issue metrics to leadership.
- Partner with internal teams to ensure a holistic view of customer needs related to defects, enhancements, and new product requests.
- Provide informal technical and functional guidance to team members in troubleshooting and resolving customer support cases.
Supervisory Responsibilities:
This position has no formal supervisory responsibilities.
Required Qualifications:
- Five (5)years of experience in operations and customer support.
- Ability to translate complex technical concepts into customer-friendly messaging.
- Experience with Student Information Systems (SIS) and Learning Management Systems (LMS).
- Strong quantitative and analytical skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong time management and organizational skills.
- Flexibility to support increased volume during peak periods.
- Strong technical proficiency with the ability to learn new platforms quickly.
- Excellent verbal and written communication skills, with strong problem-solving abilities.
- Prior experience in customer service and support.
- Experience documenting processes and training peers.
- Proficiency in MS Excel, Word, PowerPoint, and Outlook.
- Familiarity with Salesforce/Service Cloud, JIRA, ServiceNow, or similar platforms.
- Ability to manage competing priorities and adapt to changing business needs.
- Ability to travel up to 10% for team collaboration.
- Ability to clear required background checks.
Certificates and Licenses: None required
Desired Qualifications:
- Prior K12/Stride experience
- Project management experience
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This is a home-based position
COMPENSATION & BENEFITS: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range.
We anticipate the salary range to be $69,906 to $123,085.20. Eligible employees may receive a bonus. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Job Type
Regular
Regular
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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