Sr Customer Support Specialist

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 expecte