Digital Navigator

Job Description

Summary: Queens University of Charlotte, located in one of the nation's fastest-growing metropolitan areas, is seeking dedicated Digital Navigators to provide individualized assistance to community members who need affordable home internet service, affordable internet-capable devices, coaching in introductory digital skills, and/or technical support to become effective home internet users. This assistance is provided by voice telephone, video call, email and/or in person at community engagement events. The Digital Navigator works in a hybrid environment (as an example you could work two (2) days at the main location and three (3) days in the field). This position is grant funded through January 23, 2026.

This full-time, exempt role reports to the Digital Navigator Program Manager. This position is exempt from the provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.

Essential Duties and Responsibilities include:

Digital Navigation: 

• Receive, return, or initiate contact with residents seeking assistance. 
• Discuss with each resident their home internet access or need for home internet access, resource needs, current digital skills and what they are interested in learning, and devices they currently have or need to obtain. 
• When necessary, advise clients about free or affordable home internet service options for which they may qualify, assist clients to apply for services they choose, and support their efforts to secure service. 
• When necessary, advise clients about sources of affordable computers or other internet connected devices for which they may qualify and support their efforts to acquire appropriate devices and where they can get help with repairs. 
• Coach clients as necessary to use their home internet services in order to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training. 

Facilitation and Training: 

• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications. 
• Work one-on-one with residents or facilitate small group learning sessions. 

Resource Management: 

• Track client progress and types of requests, keep accurate and timely records, and report outcomes as required using the CDE Customer Relationship Management (CRM) system- Hubspot.  
• Develop and update knowledge base/playbooks in HubSpot for new or revised processes to enhance service delivery. 

Community Engagement: 

• Participate in community meetings and outreach events to interact with residents and provide services. 

Process Improvement: 

• Contribute to improvements around current processes and help develop new ones. 

Non-Essential Duties:

• Other duties and special projects may be assigned to meet department and/or university needs.

Qualifications

Experience, Knowledge and Skills Required:

• Ability to provide excellent customer service, maintain a positive attitude, establish appropriate boundaries with clients, and demonstrate innovation and flexibility.
• Ability to learn and teach basic technological concepts related to internet services, devices, and online applications. 
• Experience using software tools including CRM systems, Microsoft Office, SharePoint, RingCentral, etc. 
• Strong self-organization, language capacity, and cultural competency.
• Excellent communication skills, with the ability to establish trust with diverse clients and community members.
• Ability to use discretion when dealing with sensitive, confidential information.
• Fluency in Spanish is highly valued in this position.
• Creative problem-solving skills and the ability to handle stressful situations positively. 
• Experience balancing multiple priorities. 
• 1-3 years of customer-oriented job experience  
• 1-3 years of experience in nonprofit or educational organizations
• Bachelor's degree or equivalent combination of education and experience.

Note: Don’t meet every qualification listed? We encourage you to apply anyway! Research shows that marginalized communities—such as women, LGBTQ+ individuals, and people of color—are less likely to apply for roles unless they meet every single requirement. At the Center for Digital Equity, we are committed to fostering an inclusive, diverse, equitable, and accessible environment where everyon