At InStride, it’s simple.
We believe the more you invest in your people, the more skilled they become, and the better your organization performs.
Our mission to bring career-aligned, debt-free education to employers and their workforce has created pathways for 52,000+ Learners to accelerate their careers with 3,100+ learning options.
Our teams are tied together by a recognition of how impactful education can be for one’s career, livelihood and community. Our commitment to the success of our Learners is what defines us. To get a better feel for our culture, watch more
here.
Candidates must be located in one of the following states to be considered eligible for employment: AZ, AR, CA, CO, CT, FL, GA, IL, IN, KS, LA, MA, MD, MI, MO, NC, NH, NJ, NV, NY, OH, OR, TX, VA, WA, WI.
What we're looking for (role overview):
InStride’s Learner Support team plays an integral role in delivering high-quality experiences for employees of InStride’s corporate partners (also referred to within InStride as “learners”). InStride is seeking a Learner Support Specialist to advocate for the needs of the learners that InStride serves and provide support and issue resolution for users in all phases of their academic experience. In this role, you will become deeply familiar with the end-to-end process of being a learner at each institution in our Academic Network, understanding how learners move through the journey and the potential barriers or challenges that they may face at each phase of the experience.
This individual will connect internal teams within InStride (e.g., Success, Product, Technology, Marketing) and external partners (Corporate Partners and Academic Partners) to solve issues raised by learners, surface feedback and represent the end-user perspective to enhance product and academic partnership development. This position reports to the Director, Learner and Partner Support.
Who you are (ideal profile):
- 2 years or more of experience in a technical, customer support, or student success role, experience in higher education and/or startups is a plus
- Some experience in ticketing systems like Zendesk and Jira is a plus
- Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
- Strong analytical and problem-solving skills
- Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
- Have demonstrated experience collaborating and interacting with external stakeholders
- Demonstrates strong organization and time management skills
- Detail-oriented and able to manage multiple projects at once with a high degree of autonomy
- Excited by the challenge of helping support a world-class business that is both mission-driven and focused on delivering high revenue growth
- High EQ, comfort with ambiguity and a “no job too small” startup mentality
How you will create impact (key responsibilities):
- Deliver responsive, high-quality and empathetic support for end-users of the InStride learner experience and InStride partners, coordinating resolution of general inquiries, interface bugs and data issues
- Triage learner, corporate partner & academic partner issues – logging, assigning and monitoring tickets until full resolution is achieved
- Support learners efficiently through a variety of different channels
- Be comfortable providing support via multiple channels including phone, chat and email
- Synthesize feedback and surface insights, ongoing trends and patterns to direct manager, along with cross-functional teams to identify areas where we can better serve our learner base through automation or added features
- Support direct manager in implementing creative solutions to effectively answer learner questions, provide guidance, troubleshoot and resolve issues, and route feedback
- Synthesize product feedback from learners and corporate partners
- Document found issues and steps to reproduce for product and engineering teams
- Participate in monthly forums for the broader team to discuss learner trends and issues
- Work on special projects that will help expand the support function as assigned by direct manager
Target base compensation amount for this role outlined below. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts shown below.
$65,000—$78,000 USD
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At InStride we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this role!
Benefits @ InStride
As an organization that champions investing in people, it’s critical we walk the talk. That’s why every InStride employee is eligible to enroll in 3,100+ online certificate and degree programs through our Step Forward program. Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school - eligible to all employees starting Day 1.
This role is also eligible for the following benefits:
- 401(k) plan with company match
- Flexible vacation policy
- Paid family leave
- Best-in-class health care benefits
- And more!
InStride Diversity and Inclusion Statement
At InStride, we foster a culture of belonging, we support authenticity and intersectionality, and we embrace and appreciate our differences. We do this by building a diverse pipeline of talent and ensuring equitable access to opportunities, information and leadership. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you have a disability or special need that requires accommodation, please let your recruiter know.
Policies & Disclosure
Effective November 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the People & Talent team in writing.
For questions on how we use personal information of job applicants, please refer to InStride's Job Applicant Privacy Policy.
Beware of recruiting scams. InStride does not require a financial transaction or any financial account information to be eligible for employment. If you receive a message purporting to be from InStride asking you for a financial transaction, your financial account information, or any other sensitive information, please do not respond and let us know immediately at recruiting@instride.com.
About InStride
InStride is a tech-enabled services company that is pioneering new approaches to workforce education solutions with a mission of driving meaningful social and business outcomes by unlocking access to life-changing education. In collaboration with quality academic institutions, we enable employers to provide career-aligned, debt-free education through a personalized, digital platform and a consultative service model. To learn more, visit:
https://www.instride.com/
