Customer Support Specialist

Job Description

The American middle class is in crisis. The workforce is rapidly changing with old jobs disappearing and new jobs requiring new skills taking their place. Millions of people soon to enter the workforce or early in their careers are unclear on the prospects for jobs today and uncertain of what steps to take to land roles in the jobs and careers of tomorrow. What’s worse, many people early in their careers feel stuck in roles unaligned to their goals. They need more information, guidance, access to coursework and certifications, and ways to showcase their talent to potential employers who can help them build a better life. That’s where Tallo, a Stride company, comes in.  That's where you come in. 

Tallo is passionate about helping early talent explore and match with high-quality jobs and complete the training they need to succeed. We focus on talent with skill or credential gaps because they offer the greatest untapped opportunity to employers and our society. Today, we engage with more than 1.6 million young people, state agencies, and dozens of organizations to make matches that change lives. We're committed to serving many more people in the next few years as we grow. The marketplace doesn't lack opportunity, and it doesn't lack talent.  It lacks a way to connect the two.  Come join us.

SUMMARY: The Tallo Customer Support Specialist is responsible for supporting the day-to-day operations of the Tallo platform and Community by delivering exceptional user support and fostering engagement. This role combines frontline customer service with community management, including responding to user inquiries, escalating issues when necessary, maintaining up-to-date support resources, and ensuring a safe, positive environment within the Tallo Community. The Tallo Customer Support Specialist also collaborates with internal teams by sharing user feedback and insights to enhance the overall experience for Tallo’s users.

ESSENTIAL FUNCTIONS:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
 

 Customer Support

• Monitor customer support inquiries through a CRM system and shared inbox
• Respond to user questions and issues, providing basic troubleshooting and helpful guidance
• Escalate tickets to the appropriate internal team when necessary
• Maintain a high level of professionalism in all interactions to ensure a positive user experience
• Manage and update the Tallo Knowledgebase to ensure information is accurate, timely, and easy to understand

Community Management

• Moderate daily communications in the Tallo Community to foster a safe, respectful, and engaging environment
• Interact directly with community members to answer questions, encourage participation, and build engagement
• Identify recurring themes or issues and communicate relevant insights to the appropriate internal teams

Internal Collaboration

• Share feedback and data from user interactions to help improve products, services, and communication strategies

Supervisory Responsibilities:

This position has no formal supervisory responsibilities of employees. 

MINIMUM REQUIRED QUALIFICATIONS:   

• Strong written and verbal communication skills
• Experience in customer support, community moderation, or similar roles preferred
• Familiarity with CRM platforms and online community tools a plus
• Self-motivated with strong time management and organizational skills

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS: 

• Passionate and skilled in gathering and interpreting user perspective so that stakeholder needs are understood and met
• Meticulous attention to detail
• Excellent analytical and problem-solving skills
• Experience working in a team-oriented, collaborative environment
• Self-motivated with a demonstrated ability to meet deadlines with creativity, independence, and high standards
• Microsoft Office (Word, Excel, PowerPoint, other) or equivalent
• Ability to clear required background check

DESIRED QUALIFICATIONS:  

• Demonstrated ability to establish objectives, identify problems, analyze data, and creatively deliver solutions.

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 perf